Job Category: Customer Service | JR-21640
Job Location: Mabalacat City, Pampanga
Why will you love working with this Client?
Our client is an Australian family-owned business that manufactures and installs healthy, hygienic, and robust products around the community in Australia. They are now looking for new members to join their team of professionals in the Philippines!
Location / Shift
Mabalacat City, Pampanga – Morning Shift (Hybrid)
Job Overview
The Customer Care Coordinator (CCC) directly contributes to the business’s performance by ensuring customer enquiries, service requests and post-sales support are coordinated effectively and delivered in line with the business’s standards. Acting as the primary and ongoing point of contact for customers outside the sales pipeline, this role plays a key part in upholding and enhancing the customer experience and ensuring clear, consistent communication post-sale.
The role coordinates non-sales customer enquiries, including service requests, spare parts, warranty matters, installation coordination and bespoke requirements. Working closely with Sales, Operations and Technical Support, the CCC retains ownership of customer communication, while coordinating internal and third-party resources to ensure matters are progressed efficiently and resolved in a professional, solutions-focused manner.
Operating with a defined level of autonomy and decision-making authority, the role is expected to take a proactive and forward-thinking approach to identifying customer needs, improving service outcomes, and reducing reactive demand through better systems, documentation and self-service capability.
Key Requirments
- Act as the first point of contact for non-sales customer enquiries via phone and email
- Manage customer queries, concerns and complaints with professionalism, empathy and clarity
- Advocate for the customer when coordinating outcomes across internal teams
- Ensure customers are kept informed throughout the resolution process, including timeframes and next steps
- Coordinate routine service requests, warranty matters and standard consumables (e.g. filters) by engaging the appropriate internal or third-party resources
- Liaise with Technical Support to refer, progress and follow up on technical matters. Assess and action standard spare parts requests where capability exists, and refer non-standard or technical spare parts queries to Technical Support for assessment
- Escalate non-standard or higher-risk technical issues in line with agreed processes
- Track service outcomes and ensure completion and communication with customers
- Act as the primary customer contact following the confirmation of a sale, managing expectations, timelines and progress updates throughout the installation experience
- Coordinate installation activities in collaboration with Operations and Technical Support to support effective outcomes
- Capture and share market and service intelligence arising from customer interactions and occasional customer surveys, including insights relating to installers, with Technical Support retaining responsibility for installer selection, vetting and engagement
- Escalate non-standard installation requirements or specification variances to Technical Support for assessment, while retaining ownership of customer communication during installation
- Identify recurring customer issues, service gaps or improvement opportunities through customer interactions and CRM data
- Drive the documentation, maintenance and continuous improvement of customer care, service and installation-related processes, procedures and SOPs, ensuring they are accurate, current and accessible
- Proactively collate and externalise operational and technical knowledge from internal subject matter experts, including Technical Support, to reduce reliance on undocumented or informal processes
- Support initiatives to improve self-service capability and reduce reactive support requirements
- Provide insights and feedback to support continuous improvement across customer care processes
- Maintain accurate records of customer interactions, service requests and outcomes in the
CRM
- Prepare basic reports or summaries to support service planning and continuous improvement
- Support data accuracy and effective information flow between teams
- Adhere to all organisational policies and consistently demonstrate the company values
- Perform any other duties as reasonably directed by Management
Skills
- Demonstrated experience in a customer-facing coordination or service role
- Strong organisational and follow-up capability
- Confidence operating across multiple stakeholders with competing priorities
- Ability to work autonomously within defined guidelines
- Calm, professional and resilient with emotional intelligence and maturity
- Comfortable handling complex or sensitive customer interactions
- Display a curious mindset, a can-do attitude and commitment to continuous learning and improvement
Requirments
Qualification
- Post-secondary qualification at Certificate III, Certificate IV or Diploma level in Customer Service, Retail, Business Administration, Leadership or a related practical discipline, or equivalent demonstrated experience is highly regarded
- Experience in a customer-facing coordination, service or support role involving regular interaction with external stakeholders
- Experience working in a B2B environment is highly regarded
- Exposure to manufacturing, infrastructure, education or local government environments is desirable
- Experience working with CRM systems and structured processes is advantageous
- Exceptional written and verbal communication skills
Why join optiBPO?
optiBPO is an exciting workplace where smart, talented professionals will surround you. These professionals support clients across Australia, New Zealand, the US, Canada, and Europe.
Moreover, this is an excellent opportunity for anyone interested in serving as a Customer Care Coordinator.
The job is within an international environment.
Perks & Benefits
- In-house medical team and HMO coverage.
- A healthy workplace promotes collaboration and creativity.
- Clear growth strategies and learning opportunities to advance your career.
Enjoy great perks and benefits, such as an in-house medical team and HMO coverage. We maintain a healthy workplace that promotes collaboration, creativity, and teamwork. In addition, we need to help you advance your career by elevating growth strategies. You will also have learning opportunities throughout your career journey with us. If you are passionate about contributing to a dynamic team, the Customer Care Coordinator role offers great career prospects at optiBPO.
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