Business Operations Specialist

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeSupport Full time ₱7,200,000 - ₱8,400,000
Job Role Overview

This position is designed to provide expert technical support and services to clients, ensuring seamless operations and optimal results.

Key Responsibilities:
  • Technical Support: Provide high-quality assistance to clients, ensuring all transactions are processed efficiently and effectively. Meet defined Key Performance Indicators (Productivity, Effectiveness, Efficiency, and Business Output) by creating, maintaining, and updating relevant documentation related to processes and tools.
  • General Support: Offer comprehensive support for all BSD services, leveraging basic (Level 2) and/or CRM Assistant level (Level 1) expertise to meet customer expectations. This includes GC/GP, GEMS, General Customer Support, DM, or any new service assigned to the team.
  • SLA Compliance and Reporting: Comply with operational SLAs agreed with customers to achieve process, team, and individual performance. Achieve and/or exceed KPIs defined via SLA to ensure customer satisfaction and met performance standards.
  • C-SAT and NPS: Comply with goals agreed within the SS to achieve process, team, and individual performance on customer satisfaction and net promoter score. Attend Customer Service training sessions and apply learnings to improve C-SAT and NPS results.
  • Project Support and Ad-hoc Duties: Provide support for out-of-scope services. Project manage and develop solutions and recommendations for out-of-scope services like new projects assigned, new processes transitioned that require BSD service, non-recurrent customers' requests, specific data uploads requested by a third party, and others not limited to examples mentioned here.

The successful candidate will need to start their shift at an early hour, between 3:00 AM and 12:00 PM Manila time, to accommodate global client needs.

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