TALKDESK SUPPORT OFFICER

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 600,000 - 840,000; Full time

Job summary

A leading bank in the Philippines is seeking a Talkdesk Support Officer to enhance its customer service capabilities. The role involves liaising between Business Units and managing communication for the Talkdesk program, ensuring effective implementation and ongoing support. Candidates should possess a relevant degree and experience in operations or project coordination, preferably in the banking sector.

Qualifications

• Minimum 3-5 years of experience in operations or project coordination.
• Familiarity with customer service best practices.
• Knowledge of KPIs relevant to Talkdesk.

Responsibilities

• Coordinate with Business Units to gather requirements and facilitate communication.
• Support EPM in monitoring program implementation and tracking milestones.
• Prepare and submit program reports to senior management.

Skills

Customer service operations

Communication skills

Attention to detail

Data analysis

Education

Bachelor’s degree in business administration or related field

Job description

The Talkdesk Support Officer will be liaising between various Business Units on the program, ISG, EVM and the vendor (Talkdesk), regarding all support needs of the program. Directly reporting to the Business Management Division Head (Talkdesk EPM: Enterprise Program Manager), t his position aims to ensure seamless communication, effective implementation, and ongoing support for the Talkdesk program as we aligned more BUs with the digital transformation roadmap of the bank and enhance our customer service capabilities through the Talkdesk platform.

Responsibilities

• Coordinate with Business Units to gather requirements, provide updates, and facilitate communication regarding Talkdesk program initiatives
• Support the EPM in monitoring program implementation, tracking milestones, manage billing concerns and help coordinate in program-related issues
• Facilitate the preparation and submission of program reports and updates to senior management
• Act as a liaison to ensure effective communication between units regarding the Talkdesk system
  
  

Qualifications

• Bachelor’s degree in business administration or any course related to the field
• Minimum 3-5 years of experience in operations, project coordination, or a related support role, preferably in the banking or financial services sector
• Exposure to contact center systems like Talkdesk is an advantage
• Strong understanding of customer service operations and call center technologies
• Familiarity with best practices in customer service and call center management across the BUs.
• Knowledge of key performance indicators (KPIs) relevant to Talkdesk as customer service platform.
• Excellent verbal and written communication skills
• Solid attention to detail and data analysis