After Sale Representative

About Shore360:

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

About the Role:

We are looking for a After Sale Representative who provides responsive customer support via phone, email, and social media by resolving queries, handling product issues, and ensuring a positive customer experience while encouraging reviews. Manages tickets, prioritizes tasks using system metrics, and collaborates with teams to address order, delivery, and fulfillment issues efficiently. Maintains strong product knowledge, adheres to company processes, and supports administrative tasks such as invoicing, refunds, and stakeholder communication.

Experience | Skills | Knowledge

· 1-2 years' experience in a customer service environment.

· Exceptional interpersonal and communication skills both verbal and written.

· Customer first approach and ability to manage customer conflict.

· Ability to exercise good judgement.

· Experience with problem solving and a solution focused approach.

· Demonstrated proficiency with the use of technology and MS Office software packages.

· Able to work efficiently with good time management skills and ability to prioritise.

· Team player.

· Previous experience in a Retail Environment preferred.

· Experience with Zendesk highly preferred.

Roles and Responsibilities:

1. CUSTOMER SERVICE

· Respond to customer queries via phone call and email and monitor voicemail messages and return calls as required.

· Handling and resolving customer queries and feedback to the satisfaction of the customer, including damaged and faulty products.

· Resolve customer issues in full and effectively and encourage customers to who have had a good experience to place reviews on third party sites.

· Communicating the outcome of third-party repairs and inspections.

· Supporting After Sales Service Team Leader with proactive communication on business-wide order fulfillment issues or early fulfillment opportunities for online sales.

· Identify and resolve issue related to delivery run sheets and order delays for orders placed online.

· Assists Community Engagement Advocate in the monitoring of social media platforms.

· Ensuring tone of voice and brand values are aligned in all communication.

2. SYSTEMS AND OPERATIONAL STANDARDS

· Respond to tickets in a timely manner.

· Utilize system metrics and filtering to identify priority customers and respond based on objective judgement.

· Self-manage time and workload to ensure tasks are being handled and completed promptly.

· Work through best for business resolutions with customers to reduce returns and costs to business.

3. PRODUCT KNOWLEDGE AND TRAINING

· Complete online training modules within required timelines and maintain ongoing up to date product knowledge.

· Access and use available resources to build product knowledge.

· Keep up to date on new product arrivals and specifications.

· Adhere to policy, procedures, and company updates to ensure compliance.

4. ADMINISTRATION

· Back up support to After Sales Service Administrator / After Sales Service Advocate to process customer invoices on time and in full.

· Ensure daily tasks are completed on time in full as outlined in the process and procedure documentation.

· Ensure customer cancellation, refund and swap-over requests are completed on time in full.

· Communicate effectively with internal and external stakeholders.

· Share insights and observations with team leaders and colleagues

ShoreXtra Perks:

· HMO upon regularization

· Up to 12 paid leaves upon regularization

· Fixed Weekends Off – Enjoy a guaranteed work-life balance with Saturdays and Sundays off.

· Unlimited Barista Coffee all shift long

· Free Parking & Shuttle

· Premium Game Lounge – Relax and recharge in our dedicated on-site recreational zone

· Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club

· Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards

· Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.

· Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays

Work Set-Up:

· On-site - Clark, Pampanga 

· Shifting Schedule

· Full time