Customer Service Operations Specialist

3 weeks ago


Manila, National Capital Region, Philippines CEMEX Philippines Full time

Job Description:

This role supports the Service Center Manager and Operations Supervisors driving operational excellence by overseeing complaints, workforce planning, and policy compliance. The team member will enhance service quality and efficiency through strategic reporting and continuous improvement initiatives.

Main Responsibilities:

  • Complaints Management: Oversee and support timely resolution of complaints, collaborating with action owners as needed. Prepare and present complaints reports.
  • Workforce Management: Perform workforce planning, scheduling, and resource allocation to enhance productivity and efficiency.
  • Insights and Reporting: Create reports and analyses based on KPIs, including complaints, and provide actionable insights to stakeholders.
  • Process and Policy Governance: Maintain and enforce Service Center procedures and policies to ensure compliance and consistency.
  • Continuous Improvement Initiatives: Lead and support projects to enhance operational processes, boost efficiency, and achieve cost savings.
  • Additional Responsibilities: Assist with handling and supporting other related tasks in Service Center Operations.

Requirements:

  • Bachelor's degree in Business Administration or related courses.
  • 3-4 years of experience in Operations Excellence support.
  • Strong communication skills with proficiency in English.
  • Excellent problem-solving and analytical abilities.
  • Experience in workforce management, insights reporting, and presentations.
  • Proficient in creating and editing Power BI dashboards.
  • Flexibility to adapt to changes in remote work policies.

About CEMEX:

CEMEX is a leading vertically integrated heavy building materials company with a presence in the Americas, the Caribbean, Europe, Africa, the Middle-East and Asia. We have existing trade relationships in 96 nations and one of the world's top traders of cement and clinker.



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