Crew Support Center Coordinator

3 days ago

Paranaque City, Calabarzon, Philippines V Services Oceana Full time ₱250,000 - ₱300,000 per year

ESSENTIAL:

  • Good understanding of the business
  • Ability to multi-task without sacrificing quality of service
  • Flexibile and amendable to work in shifting schedules
  • Demonstrated ability to communicate effectively with different nationalities
  • Ability to coordinate and follow-up with resources on the resolution

DESIRABLE:

  • Ability to empathize to seafarers

  • Keen on details

  • Experience in Crewing OperationsThe Crew Support Center Coordinator (CSCC) is the first level support for the Seafarers who will contact the Crew Support Center for assistance or queries. The CSCC will manage queries and requests from multiple communication channels and will ensure the same are properly coordinated to the correct support groups and issues are escalated accordingly to the Crew Support Center Team Leader.

  • Provide first level support and convey resolutions to seafarers' issues and queries.

  • Assess seafarers' concern and properly escalate unresolved queries to the next level of support.
  • Respond to queries and requests from multiple geographies and various channels of communication such as emails, phone calls or chats.
  • Troubleshoot issues on the seafarer app and/or walk seafarers through the problem solving process whenever applicable.
  • Identify and assess Seafafers' needs and properly route/connect them to the correct resolver group.
  • Perform other related tasks as may be assigned.

KEY SUCCESS MEASURES:

  1. Percentage of First Call Resolution
  2. Positive Feedback from Seafarers
  3. Rate of Service Quality
  4. Average Handling Time for each query

ESSENTIAL:

  • Good understanding of the business
  • Ability to multi-task without sacrificing quality of service
  • Flexibile and amendable to work in shifting schedules
  • Demonstrated ability to communicate effectively with different nationalities
  • Ability to coordinate and follow-up with resources on the resolution

DESIRABLE:

  • Ability to empathize to seafarers
  • Keen on details

  • At least 2 years BPO experience

  • Experience handling email support, voice support, chat support and phone support

Job Types: Full-time, Permanent

Pay: Php19, Php25,000.00 per month

Benefits:

  • Work from home

Application Question(s):

  • How much is your expected salary?

Experience:

  • BPO: 2 years (Preferred)

Work Location: In person

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