AssociateFirstsource Solutions

Designation: Associate - Operations
Department: Operations
Location: Manila, PH
Report to: Team Leader, Operations.
Work Set-up: Work from Home
WORK BRIEF:
Manage outbound and inbound call/email from vendors and client
Make business to business call/email
Call/email vendors and request status of report
Call/email vendors and assign files, Follow up for status of report
Recruit Vendors via calls/emails, verify documents and on board them.
CORE RESPONSIBILITIES
Ensure to provide excellent customer service within our production shifts including prompt resolution of Vendor and client related issues, complaints, enquiries or challenges.
Should be abreast of all the key process related updates, SLAs, individual performance eventually contributing to team performance.
Ability to grasp, comprehend, and clear training or coaching content quickly. And ensure it sustains during work execution.
Ensures all team briefing/meetings/coaching's are attended on a timely basis.
Adapt to process changes and assist in creating ways for delivering excellent customer service
Seek guidance from Team leader/management and escalating when necessary or genuine needs arise.
Maintain regular, reliable performance and attendance, including the daily schedule as assigned.
Ability to work overtime, weekly off and public holidays based on business requirements.
Exhibiting right and acceptable behaviour at workplace in compliance to the company COC.
Manage outbound and inbound call/email from vendors and client, address queries, concerns & provide resolution.
Mode of communication will be call/emails.
Manage irate vendors and provide resolution to their concerns.
On occasions, you may have to deliver what is seen as not-so-positive news, however make sure that a customer understands the reasoning behind decisions that are made.
Act as a team player and coordinate work respectfully with fellow members in co-ordination.
Update relevant information accurately into the client's systems and give constructive feedback to enhance systems and improve overall customer experience.
Demonstrate a "can do" & "open-to-feedback" attitude, to develop a great working culture to help us achieve the best results.
Work towards targets set, manage own time and prioritise tasks to meet through expected work discipline as a professional.
Work closely with team leader by implementing the coaching aspects discussed for self and career development
Value-Add Responsibilities:
Participative in team bonding, offline activities as necessary
Assist new team members in need and breed the team culture
Essential Knowledge:
Knowledge of handling customers in a BPO set-up any mode of communication from previous experiences
Active knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.
Essential Skills:
Willingness to work in graveyard shifts (8.00 PM to 10.00 AM PH Time).
Communicate effectively, both orally and in writing.
Flexibility to meet business requirements and fluctuating workload
Organize, prioritize, and schedule work assignments.
Foster a cooperative work environment.
Hardworking and Smart working attitude with openness to feedback
Have acceptable typing speed of at least 22 WPM/90% Accuracy
MINIMUM QUALIFICATION:
Age: 18 years Completed and Above
Bachelor's Degree Graduate (4 or 5 years course completed) - Fresher Accepted from any course
High School or Undergraduates Accepted - Fresher Accepted from any course
US Mortgage Experience preferred, not mandatory
Qualifications
Designation: Associate - Operations
Department: Operations
Location: Manila, PH
Report to: Team Leader, Operations.
Work Set-up: Work from Home
WORK BRIEF:
Manage outbound and inbound call/email from vendors and client
Make business to business call/email
Call/email vendors and request status of report
Call/email vendors and assign files, Follow up for status of report
Recruit Vendors via calls/emails, verify documents and on board them.
CORE RESPONSIBILITIES
Ensure to provide excellent customer service within our production shifts including prompt resolution of Vendor and client related issues, complaints, enquiries or challenges.
Should be abreast of all the key process related updates, SLAs, individual performance eventually contributing to team performance.
Ability to grasp, comprehend, and clear training or coaching content quickly. And ensure it sustains during work execution.
Ensures all team briefing/meetings/coaching's are attended on a timely basis.
Adapt to process changes and assist in creating ways for delivering excellent customer service
Seek guidance from Team leader/management and escalating when necessary or genuine needs arise.
Maintain regular, reliable performance and attendance, including the daily schedule as assigned.
Ability to work overtime, weekly off and public holidays based on business requirements.
Exhibiting right and acceptable behaviour at workplace in compliance to the company COC.
Manage outbound and inbound call/email from vendors and client, address queries, concerns & provide resolution.
Mode of communication will be call/emails.
Manage irate vendors and provide resolution to their concerns.
On occasions, you may have to deliver what is seen as not-so-positive news, however make sure that a customer understands the reasoning behind decisions that are made.
Act as a team player and coordinate work respectfully with fellow members in co-ordination.
Update relevant information accurately into the client's systems and give constructive feedback to enhance systems and improve overall customer experience.
Demonstrate a "can do" & "open-to-feedback" attitude, to develop a great working culture to help us achieve the best results.
Work towards targets set, manage own time and prioritise tasks to meet through expected work discipline as a professional.
Work closely with team leader by implementing the coaching aspects discussed for self and career development
Value-Add Responsibilities:
Participative in team bonding, offline activities as necessary
Assist new team members in need and breed the team culture
Essential Knowledge:
Knowledge of handling customers in a BPO set-up any mode of communication from previous experiences
Active knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.
Essential Skills:
Willingness to work in graveyard shifts (8.00 PM to 10.00 AM PH Time).
Communicate effectively, both orally and in writing.
Flexibility to meet business requirements and fluctuating workload
Organize, prioritize, and schedule work assignments.
Foster a cooperative work environment.
Hardworking and Smart working attitude with openness to feedback
Have acceptable typing speed of at least 22 WPM/90% Accuracy
MINIMUM QUALIFICATION:
Age: 18 years Completed and Above
Bachelor's Degree Graduate (4 or 5 years course completed) - Fresher Accepted from any course
High School or Undergraduates Accepted - Fresher Accepted from any course
US Mortgage Experience preferred, not mandatory
Firstsource Solutions

Manila City, Metro Manila
Permanent
Full-time