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%.
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 isn't 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 cherry-picking.
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:
- 6 months BPO experience handling voice or non-voice in an international account
Graduate of any 4 years course- Amenable to work in a shifting schedule
Amenable to work full-time onsite ( Ortigas, Pasig )
Job Types: Full-time, Permanent
Pay: Php13,
- 00 - Php15,000.00 per month
Schedule: - 8 hour shift
Monday to Friday
Education:- Senior High School (Preferred)
Experience:- Customer Support Representative: 1 year (Preferred)
Language:
English (Preferred)
