Crew Support Center Coordinator (Chat and Email CSR experience, Hybrid work)

ESSENTIAL:
Good understanding of the business
Ability to multi-task without sacrificing quality of service
Flexibile and amendable to work in shifting schedules
Demonstrated ability to communicate effectively with different nationalities
Ability to coordinate and follow-up with resources on the resolution

DESIRABLE:

Ability to empathize to seafarers
Keen on details

Experience in Crewing OperationsThe Crew Support Center Coordinator (CSCC) is the first level support for the Seafarers who will contact the Crew Support Center for assistance or queries. The CSCC will manage queries and requests from multiple communication channels and will ensure the same are properly coordinated to the correct support groups and issues are escalated accordingly to the Crew Support Center Team Leader.

• Provide first level support and convey resolutions to seafarers issues and queries.

• Assess seafarers concern and properly escalate unresolved queries to the next level of support.

• Respond to queries and requests from multiple geographies and various channels of communication such as emails, phone calls or chats.

• Troubleshoot issues on the seafarer app and/or walk seafarers through the problem solving process whenever applicable.

• Identify and assess Seafafers needs and properly route/connect them to the correct resolver group.

• Perform other related tasks as may be assigned.
  

  KEY SUCCESS MEASURES:

• Percentage of First Call Resolution

• Positive Feedback from Seafarers

• Rate of Service Quality

• Average Handling Time for each query
  
  

  ESSENTIAL:

  Good understanding of the business
  Ability to multi-task without sacrificing quality of service
  Flexibile and amendable to work in shifting schedules
  Demonstrated ability to communicate effectively with different nationalities
  Ability to coordinate and follow-up with resources on the resolution
  

  DESIRABLE:

  Ability to empathize to seafarers
  Keen on details
  At least 2 years BPO experience
  
  Experience handling email support, voice support, chat support and phone support
  
  Job Types: Full-time, Permanent
  
  Pay: Php19,000.00 - Php25,000.00 per month
  
  Benefits:
• Work from home

Schedule:

• Rotational shift

Supplemental Pay:

• 13th month salary

Application Question(s):

• How much is your expected salary

Experience:

* BPO: 2 years (Preferred)