Operations Supervisor

Private Advertiser; Taguig; On-site; PHP 300,000 - 540,000; Full time

Job summary

Canon in Manila/Taguig region is seeking a customer service professional to handle voice and email inquiries, process contracts, and resolve issues. The role emphasizes professionalism, adherence to QA guidelines, and maintaining up-to-date product knowledge.

Responsibilities include updating customer records, escalating to Team Leader when needed, and supporting additional lines of business through cross-training. A strong communication background and basic Excel skills are preferred.

Qualifications

• Diploma or bachelor’s degree or equivalent customer service background is strongly recommended.
• /nAt least 3 years contact centre operations/call handling or email handling experience.
• Excellent written and verbal communication skills.

Responsibilities

• Answer voice messages, make outbound calls, emails and respond to customer inquiries.
• Process contract creation and clearly communicate resolutions.
• Identify customer issues and provide available support options.
• Adhere to QA guidelines and maintain professional service.
• Update management databases with call details per client procedures.
• Cross-train and handle other lines of business as assigned.

Skills

Communication

Typing

Active listening

Customer service

Technology aptitude

Education

Bachelor’s degree or equivalent in Customer Service

Tools

Vendor phone system

Vendor email system

Excel (basic)

CRM/database tools

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 customer’s inquiries, process contract creation, and effectively communicate resolution to customer’s issue.

• Identify customer's 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 totype 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