Email Customer Support Representative

JOB PURPOSE

• Abide house rules being implemented by the account and the company.
• Know and understand the KPIs and how they are being rated.
• Attendance and Punctuality (with respect to shifting schedules of the account).
• Task Completion (Email, Live Chat and Inbound calls). Each rep has their assigned daily tasks for both shifts. Target is set for all QA as well.
• Sending of EOD reports (Internal).
• Target of tenure reps is 11 task per hour (TPH). For nesting period, it should be at atleast 5 tph for the given time.
• Quality parameters must be strictly followed all the time. Benchmark is 95%.

EMAIL:

• Checking if there are over 24 hour emails (assigned reps per shift).
• Daily Checklist of Email folders (designated reps for AM and PM).
• Sending product query emails or complicated emails to senior advisor or US and UK SKU allocation team (External. Email list available to all).
• Courier Investigation emails to be sent separately is highly required.
• Utilization of all references provided by the client before escalating it to them since email isn't a live task.
• Providing notes and other reference to UK when email received is for Senior to deal with. No email shall be ignored, avoid cherry-picking.

INBOUND:

• Prioritizing live calls (Assigned reps).
• No DND policy unless the situation calls for it.
• Inbound call tracker to be sent by the client assigned reps.

Individual tracker needs to be sent to the one collating it before end of shift

 Qualifications:

• 6 months BPO experience handling voice or non-voice in an international account
• Graduate of any 4 years course
• Amenable to work in a shifting schedule
• Amenable to work full-time onsite ( Ortigas, Pasig )