Operations Supervisor

Private Advertiser; Philippines; On-site; PHP 223,000 - 402,000; Full time

Job summary

Private Advertiser is seeking a customer service professional for a temporary onsite role at McKinley Hill, Taguig. The position handles voice calls and emails, processes contract creation, and aims to resolve customer issues with a high level of service.

You will follow QA guidelines, update records, stay updated on product knowledge, and escalate complex cases to the Team Leader as needed. A Diploma or degree and at least 3 years in a contact centre are preferred.

Qualifications

• Diploma or bachelor's degree or equivalent customer service background recommended.
• At least 3 years contact centre operations/call handling or email handling experience, preferably from a collections background with skip tracing.
• Excellent written and verbal communication skills.
• Keyboarding skills: type accurately and efficiently.
• Active listening and good comprehension skills.
• Phone and Email System — ability to log into and utilize the vendor phone and email system to meet SLAs.
• Tools and Desktop Systems — ability to use required email, database and other tools.
• Customer Service Skills — ability to meet and exceed customer satisfaction targets.
• Product Knowledge — understanding of the product being supported.
• Policy and Procedures — understanding of policies and escalation processes.
• Familiar with basic Excel operations.

Responsibilities

• Answer voice messages, make outbound calls, and respond to customer inquiries.
• Process contract creation and communicate resolutions to customers.
• Identify customer issues and provide available support options.
• Adhere to QA guidelines.
• Maintain professionalism and strong customer service orientation.
• Update records in the management database.
• Outline guidelines to customers per client procedures.
• Stay updated with product knowledge and technical skills.
• Elevate issues to Team Leader when needed.
• Ensure customers experience exceeds expectations.
• Create a positive impression on Canon when interacting with customers.
• Undertake ad hoc projects or assignments from Team Leader.
• Update records and verify information with external tools.
• Cross-train and handle other LOBs as assigned.

Skills

Communication skills

Customer service

Active listening

Typing / keyboarding

English proficiency

Education

Diploma or bachelor's degree or equivalent customer service background

Tools

Vendor phone system

Email system

Excel basics

Job description

Location: McKinley Hill, Taguig

Schedule: Dayshift

Work Set-up: Temporary Onsite

Primary Job Functions:

• Answer voice messages / make outbound calls / emails and respond to customers inquiries, process contract creation, and effectively communicate resolution to customers issue.

• Identify customers issue and provide available support options.

• Adhere to and demonstrate Quality Monitoring (QA) guidelines.

• Demonstrate a high level of professionalism and strong customer service orientation.

• Update Call / Email Management database with details on each customer call in accordance with client procedures.

• Outline any guidelines to customers in accordance with client procedures.

• Regularly stay updated with the latest product knowledge and technical skills using available resources.

• When required, to elevate issues outside of service boundaries to Team Leader.

• Take responsibility to ensure customers experience with Canon exceed expectations.

• Create a positive impression on Canon whenever interacting with customers.

• Undertake any Ad Hoc project or assignments assigned by Team Leader.

• Update the record if necessary and verify if information is correct through external tools.

• Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.

Qualifications

• Diploma or bachelor's degree or with equivalent Customer Service background is strongly recommended. Otherwise, any other basic degree or diploma.

• At least 3 years contact centre operations/call handling or email handling experience. Preferably from a collections background and have experience in skip tracing.

• Excellent written and verbal communication skills

• Keyboarding Skills-Ability to type accurately and efficiently

• Active listening andgood comprehension skills

• Phone and Email System - Ability to log into and utilize the Vendor phone and email system sufficient to meet the service level requirements

• Tools and Desktop Systems - Ability to adequately use the required e-mail, database any other required tools specific to the supported product set

• Customer Service Skills - Demonstrated ability to meet and exceed customer satisfaction targets as what is prescribed

• Product Knowledge - Demonstrated understanding of product being supported

• Policy and Procedures - Demonstrated understanding of policies, e.g. Code of Business Conduct and procedures for the handling and escalation of service requests

• Familiar with basic Excel operations