Operations Generalist | Philippines

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Operations Generalist | Philippines (Remote) Job Summary

The Operations Generalist provides essential support to multiple clients through various channels, ensuring exceptional customer service and efficient resolution of technical and operational inquiries. This role requires adaptability, strong communication skills, and a commitment to meeting performance metrics in a fast-paced, multi-client environment.

Key Responsibilities

• Manage and prioritize tasks across multiple client accounts, adapting to varying client needs and requirements.
• Maintain accurate and up-to-date records of client interactions and service requests.
• Provide exceptional customer service through various channels, including email, chat, and phone support.
• Address customer inquiries and resolve issues promptly and professionally.
• Perform back-office tasks, such as data entry, report generation, and process documentation.
• Provide basic technical support and troubleshooting to non-technical users.
• Clearly explain technical steps and terminology in a user-friendly manner.
• Escalate complex technical issues to appropriate teams as needed.
• Meet and exceed defined SLAs and performance metrics for each assigned client account.
• Adhere to established processes and procedures, ensuring compliance with client and company standards.
• Monitor and report on performance metrics.
• Demonstrate flexibility in scheduling to accommodate varying client needs and time zones.
• Quickly adapt to new processes, tools, and client requirements.
• Participate in training and development to enhance skills and knowledge.
• Work effectively with team members to ensure seamless service delivery.
• Share knowledge and best practices with colleagues.

Required Qualifications

• Proven experience in a customer service or support role.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and analytical abilities.
• Basic technical aptitude and the ability to explain technical concepts to non-technical users.
• Proficiency in using various communication and productivity tools (e.g., email, chat platforms, CRM systems).
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong attention to detail and accuracy.
• Flexibility to work varied shifts as required.
• Experience meeting and exceeding SLA's.

Desired Qualifications

• Client Focus
• Problem-Solving & Analytical Thinking
• Effective Communication
• Adaptability & Flexibility
• Organizational & Time Management
• Results Orientation

About the Company

Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world's most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.Our comprehensive approach includes taking charge of our clients' new support team's training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients' CX operations and provide superior support to their customers.We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support culture makes us the employer of choice for top talent, offering a rewarding career path for all employees.

Why Work with Us?

• Flexible remote work options.
• Competitive salary and benefits package.
• Opportunity for career growth and professional development.
• A collaborative and inclusive team environment.
• A chance to make a real impact in a rapidly growing company.

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