Employment Type: Full-Time Employment
Work Setup: 100% Onsite
Work Schedule: Night Shift (Following U.S. Eastern Time Zone)
Location: Eastwood, Libis, Quezon City
Salary Package: 20,000 PHP to 28,000 PHP/Monthly
This position is responsible for locating, scheduling, and ensuring service events take place for our builder partners and consumers within a condensed time frame. The primary goal is to provide the consumer and key builder partners with an effortless experience. The position requires a results-driven, fast-paced individual who can drive best in class customer service by exceeding consumer and customer expectations. Within this role, the individual will work on more complex and non-routine requests for service partnering with the Contract Sales Team, Warranty Teams, Client Service Team, Customer Engagement Center, Builders and Consumers.
Essential Duties And Responsibilities
- Ensure beginning to end resolution of all assigned service escalation files for our key national builder partners and consumers utilizing SAP CRM, ServicePower.
- Achieve departmental KPI (65 service escalation files, cycle time 24 hours).
- Research the consumer history to gain understanding of service history and use it as a foundation for making decisions on resolution.
- Locate Client's Service for service requests and schedule service for earliest available date.
- Negotiate same day/sooner service with Client's Service to provide most timely resolution.
- Coordinate with key national builder partners for replacements and returns as needed.
- Maintain a strong relationship with our key national builder partners and service delivery network.
- Coordinate with Client's Service Routing Team to secure service appointments for consumers.
- Process parts orders for direct shipment when needed to expedite service resolution.
- Coordinate with key national builder partners to ensure builder/consumer expectations are met.
- Provide daily reporting to supervisor on final resolution on service escalations worked.
- Communicate information on policies and procedures to key Builder Partners and consumers surrounding warranty coverage.
- Communicate service trends to leadership team to increase service coverage and decrease capacity gaps.
- Promote teamwork and positive interaction amongst customers, both internal and external.
- Contribute to a positive, energetic and high-performing team culture.
- Maintain a professional and positive demeanor at all times.
- Make recommendations for re-engineering existing processes to gain maximum efficiency.
- Maintain a dedication to providing exceptional customer service across multiple communication channels.
Additional Attributes Required
- Strong problem solving, negotiation and critical thinking skills
- Excellent interpersonal and communication skills (written and verbal)
- Commitment to customer satisfaction
- Ability to adapt to and quickly learn new systems and processes
- Maintains an open mind and has a strong comfort level with change
- Accountable, dependable, and punctual
- Demonstrated ability to set priorities, meet deadlines and multi-task
Preferred Work Experience/Skills
- Bachelor's Degree or atleast College level
- Minimum 3 years of relevant work experience including background in customer service processing escalations.
- With back office experience.
- Experience with all Microsoft Office tools (Excel, Word, and Outlook)
- SAP, ServicePower and Mainframe experience preferred.
- Amenable to work following US Timezone.
- Must be willing to work onsite, office location is in Eastwood, Libis Quezon City.
WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.
