Executive Customer Service Specialist - Onsite (A-CL)

Position Summary:

The NA BPO Operations ECSS are responsible for executing NA Manifest Filing tasks, ensuring accurate and efficient customer interactions while adhering to SOPs and performance standards. Reporting to the Team Lead, they manage their performance, contribute to process improvements, and handle customer inquiries professionally. This role requires strong communication, attention to detail, and adaptability to support smooth operations and excellent service delivery.

Job Details:

• Onsite Setup - Eastwood, QC
• Training Sched - Monday to Friday I 9PM to 6AM Manila Time
• Shift Sched - Shifting

Responsibilities & Tasks

1. Job Description Focus

• Handle incoming jobs efficiently, ensuring timely and accurate completion.
• Respond promptly and professionally to customer inquiries and requests.
• Follow SOPs diligently to maintain consistency and compliance.
• Meet SLAs and KPIs to achieve operational targets.

2. People Management

• Report directly to the Team Lead.
• Maintain personal punctuality, attendance, and discipline to set a positive example and ensure team reliability.

3. Operations Management

• Execute assigned tasks within specified timelines, maintaining high levels of accuracy and quality.
• Ensure all operational activities adhere to company standards and procedures.

4. Decision Making

• Make task-level decisions regarding the best approach within the framework of established SOPs.
• Escalate complex issues to the Team Lead as needed.

5. Performance Monitoring

• Track personal performance against defined KPIs and targets.
• Incorporate feedback from Team Leads to improve performance and service quality.

6. Improvement Initiatives

• Provide constructive feedback on process pain points.
• Suggest ideas for process improvements to enhance efficiency and customer satisfaction.

Qualifications:

• BPO experience for 6 months or more
• Proficient in Microsoft Office applications
• Excellent computer skills, especially typing. Can encode data with speed and accuracy.
• Willing to work onsite
• Okay to 24/7 schedule

Key Competencies:

• Strong customer service orientation
• Excellent communication skills
• High accuracy and attention to detail in task execution
• Adaptability to changing priorities and environments