Customer Care Coordinator

SCHEDULE: 7 AM – 6 PM Pacific Standard Time, follows Philippine Holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Respond to customer service requests within established protocols

·       Assign qualified field technicians to the site within CPT guidelines

·       Negotiate field technician travel rates according to CPT guidelines

·       Ensure all required equipment is on-site for technicians

·       Order lifts from CPT supplier to perform the duties requested at the customers’ site

·       Log all customer interactions in the ticketing system following CPT procedures

·       Call or email to confirm technician assignments

·       Communicate with customers through telephone or email

·       Identify and escalate situations following CPT procedures

·       Research questions using available resources

·       Stay current with company systems, information, changes, and updates

·       Enhance CPT’s brand by identifying new and innovative ways to support CPT customers

·       Explore new opportunities for approaching work responsibilities

·       Perform other duties as requested, delegated, or assigned

QUALIFICATIONS

·       Bachelors or Associated degree preferred

·       2 years of related experience preferred

·       Excellent verbal and written communication skills

·       Excellent customer service skills and professionalism

·       Negotiation skills

·       Advanced computer skills, particularly with Microsoft Outlook and Teams

·       Adaptability and ability to work in a fast-paced and autonomous environment

·       Problem analysis/problem-solving skills

·       Excellent attention to detail and time measurement skills

·       Self-motivated and self-directed

·       Ability to multi-task

·       Experience in a multi-client environment