Operations Support

2 days ago

Manila, National Capital Region, Philippines Velocity Made Good International (PH) Inc. Full time

Job Description:

As an Operations Support Specialist, you will be integral to the efficient functioning of our operations. Your responsibilities will include managing daily bookings, coordinating with Service Entrepreneurs (SEs), handling issue tickets, and ensuring high standards of customer service.

Key responsibilities:

Dailies

● Reviewing new or pending bookings from the previous night. This includes checking for complete details such as address, special instructions and SE preferences.

● Checking for unassigned or declined tasks within the day and assigning appropriate SEs. This entails managing SE schedules and coordinating with the Customer Service Team for customer reschedules.

● Reviewing incomplete tasks from previous day/s and ensuring the SEs update them through their end.

● On closing, ensure all tasks for the day are completed. All incoming tasks are assigned and acknowledged.

SE Coordination

● Effectively use the service tags, SE locations and job requirements to match the jobs with the most suitable SEs.

● Coordinate special instructions and job expectations to SEs to ensure seamless service.

● Monitor and evaluate the SE team performance and communicating areas for improvement to ensure standards are met.

Issue Handling

● Work hand-in-hand with the Customer Service Team to provide resolutions to customer issues.

● Manage Issue tickets and coordinate with SEs regarding resolutions such as refunds and recleans.

● Assess and resolve damages to customer property, including insurance claims for major damages and compensation for minor damages.

Additional Responsibilities

● Evaluate requests for waiving reschedule or cancellation charges based on SE fault or valid customer justification.

● Communicate deductions to SEs with detailed breakdowns.

Qualifications:

● Previous experience in operations or customer service is preferred.

● Strong organizational and communication skills.

● Ability to manage multiple tasks and prioritize effectively.

● Proficient in using software tools for task management and communication.

● Must be open to working on a New Zealand Time (NZT) schedule, from 8:00 AM to 4:00 PM NZT.

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