Scheduling Coordinator

2 days ago

Manila, National Capital Region, Philippines DOXA Talent Full time ₱800,000 - ₱1,200,000 per year

ROLE SUMMARY

Our client is looking for a Scheduling Coordinator who loves to interact with people and help take care of the client's day-to-day technical needs. You should have an upbeat personality with a genuine desire to help others. A strong sense of urgency and drive to get things done is a must. Finding joy in helping clients and teammates succeed is what the company is all about, and a requirement for any new additions.

This role should be filled by a growth-minded individual who thrives in a fast-paced environment and challenges.

WORK SCHEDULE: 9:00 AM – 6:00 PM Pacific Daylight Time (12:00 AM – 9:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS:

  • Act as the first point of contact with the customer for all types of service requests
  • Answer inbound calls and redirect to technical resources
  • Coordinate all support groups to ensure maximum utilization of support technicians
  • Pre-process service requests as they arrive through email, manual entry, or direct call-in
  • Utilize technology platforms to schedule remote and field technicians
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Communicate with customers as required by keeping them informed of incident progress, notifying them of impending changes, and agreeing on outages
  • Improve customer service, perception, and satisfaction
  • Ensure fast turnaround of customer requests
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Report the utilization of support resources and successful completion of service requests to the service desk manager
  • Enter time and expenses as they occur
  • Complete assigned training materials and online tutorials

QUALIFICATIONS:

  • A bachelor's degree in the related field is preferred
  • 2 or more years of customer service experience
  • Strong computer aptitude, which includes expertise with Microsoft 365 applications
  • Experience in a multi-client environment
  • Passion for teamwork, fun, and exceptional customer service
  • Professional and dependable demeanor
  • Self-motivated with the ability to work in a fast-moving environment

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