Contact Center Operations Staff

Aside from concerns, the Staff manages received incident reports from customers involving company resources and coordinates with concerned offices. Lastly, the Staff monitors and ensures available resources for operations.

Responsibilities:

1. Receives, validates, and triages customer inquiries, requests, complaints, and special concerns, including after-sales services, outages, and service irregularities.
2. Gathers and assesses information to determine appropriate escalation within or outside Customer Retail Services.
3. Endorses complex cases to relevant offices and monitors progress to ensure timely resolution.
4. Provides regular and timely status updates to customers until concerns are resolved.
5. Reviews, validates, analyzes, and documents customer incident reports involving company resources.
6. Coordinates with internal units (e.g., Safety, Legal, Security, Networks, HR) for proper incident handling and resolution.
7. Delivers excellent customer assistance and implements strategies to maintain service quality across multi-channel platforms.
8. Analyzes customer data, manages call surges, and recommends process and operational improvements to the contact center.
9. Generates monitoring and situation reports during BCM activations and supports corporate programs, campaigns, and new products/services.
10. Manages outsourced service providers by monitoring manpower, SLA compliance, data privacy adherence, performance reporting, and procurement coordination.

Qualifications:

• College graduate of any course
• Background in BPO an advantage
• Excellent organization skills, strong attention to detail and, customer service delivery
• Working level knowledge in MS Office applications
• Outstanding communication skills, both verbal and written
• Good presentation skills in English and Filipino
• Good analyzing skills for problem solving and gathering information
• Willing to work 100% onsite in Meralco Ortigas