Bachelor's degree holder in any field or completed at least 2 years level in college (with no back subjects/incomplete units)
At least 1 year of BPO experience (under voice account)
Experience with chat and email support is a plus
Above average to excellent communication skills
Fresh graduates can be accommodated depending on behavior and communication skills
Demonstrated knowledge and proficiency in Microsoft office applications
No attendance/proximity issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
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Additional Information
The Customer Support/Ops Coordinator is responsible for processing customer requests for vital records while ensuring accuracy, compliance, and exceptional service. This role involves handling new order documentation, navigating internal tools and references (VPS, VitalChek Intranet, and VitalChek Website), and adhering to agency-specific requirements. The coordinator provides timely and accurate information, resolves inquiries at first contact whenever possible, and directs customers to the appropriate department if needed.
Accountabilities:
Process new orders for customers for vital record requests and payment services requests.
Familiarize tools and references (VPS, Vitalchek Intranet and Vitalchek Website) for each agency being serviced. Be knowledgeable on agency specific rules on vital records and payments services.
Navigate for information required by customer with ease.
Provide correct information and direct customers to correct department / number if needed.
Always ensure first contact resolution.
Accurately input information required on VPS.
Ensure quality on all calls as per Call Centre monitoring definitions.
Communicate effectively and always ensure customer satisfaction.
Timely reporting of any technical difficulties, discrepancies or updates to immediate supervisor.
Be able to meet or exceed all required SLAs.
Help out in new hire training, if any.
Relx · Manila, Philippines