Urgent: Online VOC Support

2 weeks ago


Metro Manila, Philippines Business Trends Philippines Full time
  • Acknowledge, assess and coordinate VOC escalations from all touchpoints (CS, Logistics, O2O, internal) with assigned SEPCO and partner PICs
  • Manage the VOC monitoring report and follow up on actions/feedback from PICs
  • Do initial checking of order and payment concerns via access to Hybris backoffice, payment gateway dashboard, NERP, Medallia (NPS) and Pure Player/3PD portals, and report to Online Operations PICs for action/decision
  • Assist in coordinating cancellation requests with Online Operations and Logistics PICs
  • Manage order cancellations via Hybris back office
  • JIRA monitoring/support for Online Operations/VOC tickets
  • Assist in order tracking and reconciliation tasks
  • Assist in refund request preparation and status monitoring
  • Communicate VOC updates or next steps to SEPCO’s 3rd party CS and Logistics partners, using SEPCO-defined SOPs and spiels
  • Support other ad hoc requests related to Online Operations/VOC

     



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