Hybrid Order Management Analyst | US AMER Shifts

eClerx; Manila; Hybrid; PHP 350,000 - 700,000; Full time

Job summary

eClerx in Manila is seeking an Analyst/Sr Analyst to support Rentokil-TERMINIX onboarding and ongoing operations. You will maintain a positive, professional tone with customers and coworkers while meeting SLA requirements and QA targets.

Key responsibilities include reviewing dispatch sheets, handling customer requests with urgency, using available resources to resolve issues, and keeping the work chat active.

Qualifications

• Customer interaction / Transaction Processing (Experienced)
• Shift availability includes US (AMER) or any combination
• Educational background: Any

Responsibilities

• Review dispatch sheets for contracted customers and follow SLA requirements to ensure requests are handled with urgency
• Use resources to ensure customer concerns are properly addressed
• Keep work chat active throughout the day and respond with urgency
• Assist with Rentokil call volume as assigned by leadership
• Proactively conduct callbacks when at least two minutes of time are available between calls
• Maintain a QA score of 80% or higher and meet scorecard targets for AHT, ACPH, reliability and wrap code
• Notify leadership on duty of any technology concerns and ensure urgency to resolve

Job description

eClerx in Manila is seeking an Analyst/Sr Analyst to support Rentokil-TERMINIX onboarding and ongoing operations. You will maintain a positive, professional tone with customers and coworkers while meeting SLA requirements and QA targets.

Key responsibilities include reviewing dispatch sheets, handling customer requests with urgency, using available resources to resolve issues, and keeping the work chat active.