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. 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. 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.