Operations Specialist

3 days ago

Iloilo City, Western Visayas, Philippines Remitly Full time ₱250,000 - ₱450,000 per year

This role supports the overall business operations by performing a variety of administrative tasks. The position functions as a generalist or may span multiple disciplines within the Administrative Services function. The primary goal is to ensure smooth day-to-day operations through reliable and efficient support.

Key Responsibilities:

  • Handle inbound and outbound customer calls professionally and efficiently, addressing inquiries, concerns, and requests with accuracy and empathy.

  • Provide product or service information, troubleshoot issues, and offer appropriate solutions to ensure customer satisfaction.

  • Document customer interactions in the system accurately, including details of inquiries, complaints, and resolutions.

  • Follow established call scripts and protocols, while maintaining flexibility to adapt to unique customer needs.

  • Meet performance metrics such as call handling time, customer satisfaction scores, and first-call resolution rates.

  • Collaborate with team members and other departments to resolve complex issues and escalate cases when necessary.

  • Stay updated on product knowledge, policies, and system changes through regular training and team briefings.

  • Maintain a positive and professional demeanor during all customer interactions, contributing to a supportive and service-oriented team culture.

Qualifications/Requirements:

  • Bachelor's degree or equivalent in any field

  • Completed at least 2 years level in college (no back subjects/incomplete units) can be considered depending on the years of BPO experience

  • At least 1-2 years BPO/shared service or relevant experience

  • Fresh graduates can be accommodated depending on communication skills and behavioral aspect

  • Basic knowledge of standard computer applications (Word, Excel, Outlook, Internet applications)

  • Ability to work with deadlines and has great attention to detail

  • Excellent English oral and written communication skills

  • Flexible and can adapt to different business requirements, onsite or hybrid work arrangement and rotating work schedule

  • Must be willing to work in REPH Iloilo site



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