Email Customer Support Representative
Email Customer Support Representative
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
JOB PURPOSE
- Abide house rules being implemented by the account and the company.
- Know and understand the KPIs and how they are being rated.
- Attendance and Punctuality (with respect to shifting schedules of the account).
- Task Completion (Email Live Chat and Inbound calls). Each rep has their assigned daily tasks for both shifts. Target is set for all QA as well.
- Sending of EOD reports (Internal).
- Target of tenure reps is 11 task per hour (TPH). For nesting period it should be at atleast 5 tph for the given time.
- Quality parameters must be strictly followed all the time. Benchmark is 95%.
EMAIL:
- Checking if there are over 24 hour emails (assigned reps per shift).
- Daily Checklist of Email folders (designated reps for AM and PM).
- Sending product query emails or complicated emails to senior advisor or US and UK SKU allocation team (External. Email list available to all).
- Courier Investigation emails to be sent separately is highly required.
- Utilization of all references provided by the client before escalating it to them since email isnt a live task.
- Providing notes and other reference to UK when email received is for Senior to deal with. No email shall be ignored avoid cherrypicking.
INBOUND:
- Prioritizing live calls (Assigned reps).
- No DND policy unless the situation calls for it.
- Inbound call tracker to be sent by the client assigned reps.
- Individual tracker needs to be sent to the one collating it before end of shift
Qualifications:
- 06 months BPO experience handling voice or nonvoice in an international account
- Amenable to work in a shifting schedule
- Amenable to work fulltime onsite ( Ortigas Pasig )
Offer Details
- Basic: 13000
- Rice and Clothing: 2000
- Plus Incentives:per month based on performance
- Premium Pay
- HMO Upon Regularization
- Group Insurance Upon Regularization
- 15 Service incentives Leaves Upon Regularization
Employment Type
Full Time
