The BOH customer support specialist is responsible for day to day operational and administrative tasks applicable to the BOH (back of house) team within the call center. This person is responsible for handling end point activity including, but not limited to; Support tickets, Fraudulent claims, Driver returns, Driver ratings and warnings, case by case investigation. The Client expects this team member to assist in rolling out Innovative Processes and Systems to enable the Client to scale its operations efficiently, improve on CS quality of service and maximise the return to the Organisation.
PERKS
HMO Benefits from Day 1
Learning and Development Opportunities
Annual Salary Increase
Responsibilities
Completing daily tasks or activities required of the Back of House team .
Adhering to set timelines to achieve targets and goals set out by the team lead.
Route / Triage tickets and / or respond appropriately in a timely manner.
Manage and resolve driver / client's complaints & escalations from other support team members.
Monitor and update reports (as needed).
Adhoc client or driver investigation as required.
Contribute to a positive, supportive, collaborative & pleasant work environment to maintain an on-going excellent and inspiring team culture.
Participate in training or refreshers to maximize/improve individual potential through quality assurance and performance reporting.
Encourage open communication channels and provide feedback/suggestions where applicable for the company to use in the overall improvement of workflows and processes.
Deliver operational successes in line with the Sherpa service level agreements, ensuring our Partner Drivers meet our delivery guarantees and work in line with legislation and client sensitive requirements.
Deliver solutions to challenges affecting the success of the Client.
Qualifications
atleast 3 years experience in Escalation Calls, Fraud, Delivery, or any similar industries is preferred
Strong in chat/phone contact handling skills; and open to handling multiple chats.
Skilled in driving a conversation and probe to discover the root cause of the problem.
Patient in handling difficult enquiries.
Display strong attention to detail and active listening skills.
Cooperative with Team Members and Leads to achieve goals and targets for the day individually as well as a team.
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
