Order Management - BO

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

Program: FM-FAO

BLI/Process Name: RENTOKIL-TERMINIX

Designation: Analyst/Sr Analyst

No of Head Count (s): 20

New Hires/Replacement Hires (HC) by Designation New Hire

Billed /Unbilled / BU / OPS Bench Billed / RTX Order Management National Account Back Office

SFDC ID for Billed New Opportunity NA

Reasons to hire Unbilled / Bench Bench

City / Location: Manila

Standardized skillset: [Refer attached excel] Skillset not mentioned in template

Customer Interaction / Transaction Processing (Experienced)

Shift (APJ / EMEA / US / Any combination): AMER (US) / Any Combination

Reporting Manager : Sheryll Gutierrez

Educational Background: Any

Experience Required: Experienced

Job Description: Maintain a positive, welcoming tone throughout your interactions with customers and coworkers and leadership.
Review dispatch sheets for our contracted customers and follow SLA requirements to ensure our customer’s requests are handled with urgency
Use resources to ensure we are handling customer’s concerns properly
Keep work chat up and active throughout the day and respond with urgency
Assist with Rentokil call volume as assigned by leadership
Proactively work on call backs when there is at least two minutes of available time between incoming calls
Maintain a 80% or higher in QA score
Maintain a successfully meets or higher Scorecard rating for AHT and ACPH goals
Maintain a successfully meets or higher Scorecard rating for reliability goals
Maintain a successfully meets or higher Scorecard rating for wrap code
Notify leadership on duty prior to the start of your shift with any technology concerns and ensure urgency to resolve
CSC_IT request pathway guidelineGather information from customers to help identify and solve problems

Client Approval mail: See attached

Comments External Sourcing

Preferred Start date: (induction date) ASAP

Collaborators: Anthony Punzalan III, Richard Salimbao, Myrna Badoquillo, Sheryll Gutierez

Workplace: WFM, WIO, Hybrid WFH