Membership Concierge Representative

What is your mission?

We are looking for a Membership Concierge Representative to provide exceptional support through phone, chat, email, voicemail, and other communication channels while handling customer inquiries, order processing, billing-related concerns, and escalations. This role focuses on delivering outstanding customer service, achieving first-call resolution, supporting sales opportunities, and ensuring a positive customer experience across multiple accounts.

You will provide the best service to our partner brands by performing these tasks:

• Handle customer inquiries and support requests through phone, click-to-chat, email, voicemail, and other communication channels.
• Manage and resolve escalated customer concerns in a timely and professional manner.
• Provide accurate information regarding products, services, billing concerns, and existing customer orders.
• Process customer orders received through phone, email, voicemail, and other authorised channels.
• Strive to achieve first-call resolution and ensure a positive customer experience.
• Investigate customer concerns and determine appropriate solutions based on customer needs.
• Support sales initiatives by recommending related products, services, or promotional offers when appropriate.
• Handle customer interactions with empathy, professionalism, and a strong focus on customer satisfaction.
• Maintain effective communication with internal departments to ensure issue resolution and service continuity.
• Work across multiple systems and applications while managing voice, chat, and administrative tasks simultaneously.
• Consistently meet or exceed sales targets, service level objectives, and performance expectations.
• Maintain exceptional attendance, punctuality, and adherence to company standards.
• Adapt to changing business requirements and support departmental growth initiatives.
• Share best practices and contribute to a collaborative team environment.
• Complete additional projects and duties as assigned.

Requirements

Who are we looking for?

• Bachelor's degree in any field.
• Minimum 2 years of customer service experience in a contact centre, customer support, or service-oriented environment.
• Experience in both sales and customer service environments is preferred.
• Experience handling customer escalations, billing concerns, and account-related inquiries is preferred.
• Knowledge of billing and invoice processing.
• Advanced proficiency in Microsoft Excel, including Pivot Tables, Conditional Formatting, Charts, and Data Tables.
• Experience using click-to-chat platforms, phone systems, email applications, and Microsoft Office tools.
• Strong and professional written, verbal, and telephone communication skills with fluent English proficiency.
• Excellent organisational skills, time management abilities, and attention to detail.
• Ability to multitask across calls, chats, emails, and multiple software applications simultaneously.
• Strong problem-solving abilities with a customer-focused mindset.
• Ability to handle sensitive, emotional, or challenging customer situations with professionalism and empathy.
• Flexible and willing to work on weekends, holidays, and changing schedules when business needs require.

Benefits

Why you'll love it here?

• Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
• Access to an onsite gym with a complimentary professional fitness instructor.
• Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
• Weekly employee engagement activities with prizes of up to ₱3,000.
• Free upskilling academy to support career growth and professional development.
• State-of-the-art office facilities and modern workstations.
• Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
• Fun, collaborative, and employee-focused work environment.