Email Customer Support Representative

8 hours ago

Pasig, National Capital Region, Philippines Datamatics Careers- Philippines Full time ₱15,000 - ₱30,000 per year


JOB PURPOSE

  • Abide house rules being implemented by the account and the company.
  • Know and understand the KPIs and how they are being rated.
  • Attendance and Punctuality (with respect to shifting schedules of the account).
  • Task Completion (Email, Live Chat and Inbound calls). Each rep has their assigned daily tasks for both shifts. Target is set for all QA as well.
  • Sending of EOD reports (Internal).
  • Target of tenure reps is 11 task per hour (TPH). For nesting period, it should be at atleast 5 tph for the given time.
  • Quality parameters must be strictly followed all the time. Benchmark is 95%.

EMAIL:

  • Checking if there are over 24 hour emails (assigned reps per shift).
  • Daily Checklist of Email folders (designated reps for AM and PM).
  • Sending product query emails or complicated emails to senior advisor or US and UK SKU allocation team (External. Email list available to all).
  • Courier Investigation emails to be sent separately is highly required.
  • Utilization of all references provided by the client before escalating it to them since email isn't a live task.
  • Providing notes and other reference to UK when email received is for Senior to deal with. No email shall be ignored, avoid cherry-picking.

Qualifications:

  • 0-6 months BPO experience handling voice or non-voice in an international account
  • Amenable to work in a shifting schedule
  • Amenable to work full-time onsite ( Ortigas, Pasig )

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