Operation Specialist

Job Description

KEY RESPONSIBILITIES
You will:

• Handle inbound and outbound communication with B2B customers and transport suppliers via Zendesk
• Perform booking quality checks and validate transport details against operational requirements
• Escalate disruptions and resolve issues within defined SLA windows
• Follow and apply SOPs accurately across all task types
• Identify operational inefficiencies and flag them to the Operations Supervisor
• Collaborate with the Manila and Netherlands operations teams across shifts

QUALIFICATIONS & REQUIREMENTS:

• Fluent English, with strong written and verbal communication
• Bachelor's degree
• Comfortable with rotating shifts, including evenings, nights and weekends
• Fast and accurate computer navigation (candidates will take a timed practical test in Round 1)
• Able to learn and retain process logic quickly
• Proactive, problem-solving attitude and strong team orientation
• Spanish language skills (nice to have, not required)
• BPO, travel, logistics or customer operations experience
• Zendesk or similar ticketing tool experience
• Prior experience in a 24/7 shift environment

Work Setup: Full-onsite

Work Schedule: Shifting Schedule (usually AU - 6am-3pm)

Locations: BGC