Customer Service-BPO Coordinator

5 days ago

Mandaluyong City, National Capital Region, Philippines VidaXL International (HK) Limited Full time $104,000 - $130,878 per year

We are seeking for a proactive and results-driven BPO Coordinator to oversee and manage our partnership with outsourced Customer Service Business Process Outsourcing (BPO) providers.

In this role, you will be responsible for ensuring that our BPO partners deliver high-quality, efficient, and cost-effective customer service in alignment with company goals and service level agreements (SLAs). You will act as the bridge between internal stakeholders and external vendors, driving performance improvements and maintaining strong vendor relationships.

Key Responsibilities:

  • Support communication between the company and Customer Service BPO providers.
  • Track and report performance metrics, like customer satisfaction and SLA compliance.
  • Assist in managing vendor contracts and addressing simple issues.
  • Help resolve minor operational problems and escalate bigger issues to senior staff.
  • Work with vendors on basic process improvements to enhance efficiency.
  • Participate in meetings and prepare simple reports for management.
  • Ensure vendors follow company policies and basic data security standards.
  • Assist with onboarding and training for vendor teams.

Requirements:

  • Bachelor's degree.
  • Basic knowledge of customer service or BPO operations.
  • Good English communication skills (written and verbal).
  • Familiarity with Microsoft Office (Excel, Word) for basic tasks.
  • Ability to work in a team and handle multiple tasks.

Nice-to-Have:

  • Experience in customer service or administrative roles.
  • Understanding of performance metrics or vendor coordination.

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