Email Customer Support Representative

Datamatics CMS PH; Pasig; On-site; PHP 167,000 - 246,000; Full time

Job summary

Datamatics CMS PH is seeking an Email Customer Support Representative in Pasig to handle email, live chat, and inbound calls. The role emphasizes adherence to KPIs, attendance, and precise end-of-day reporting within shifting schedules.

The ideal candidate has 0–6 months of BPO experience on international accounts and must be willing to work full-time onsite at Ortigas, Pasig, with attention to quality and process compliance.

Qualifications

• 0–6 months BPO experience handling voice or non-voice in an international account.
• Amenable to work in shifting schedules.
• Amenable to work full-time onsite at Ortigas, Pasig.

Responsibilities

• Abide house rules implemented by the account and the company.
• Know and understand the KPIs and how they are rated.
• Attendance and punctuality with respect to shifting schedules.
• Task Completion (Email, Live Chat and Inbound calls). Each rep has their assigned daily tasks for both shifts.
• Sending of EOD reports (Internal).
• Target of tenure reps is 11 task per hour (TPH). For nesting period, it should be at least 5 tph for the given time.
• Quality parameters must be strictly followed all the time. Benchmark is 95%.

Skills

BPO Experience

Shift work

Onsite Pasig

Job description

About the job Email Customer Support Representative

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%.

EMAIL:

• 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.

Qualifications:

• 0-6 months BPO experience handling voice or non-voice in an international account
• Amenable to work in a shifting schedule
• Amenable to work full-time onsite ( Ortigas, Pasig )