Helpdesk/Data ProcessorSan Miguel Corporation

Position Heldesk / Data Processor
Work Base SMPC, Mandaluyong City
Qualifications Graduate of any four year course
Experience in voice, email and back office transaction is an advantage
Good communication skills
Basic Computer skills
Amenable in shifting schedule (day shift / mid-shift)
Job Description (Tasks, Duties and Reponsibilities) Receives calls and processes emails from customers, service station dealers and other partner merchants or establishments through the Cards Operations' Hotline
Addresses attendant inquiries and/or escalates related concerns for appropriate attention and action
Manual Entries of transactions performed at stations independently of the automated business process due to POS terminal and/or card trouble; as approved and endorsed
Downloads the negative file of suspended or closed cards or accounts from POS terminals.
Submits transactional reports including
Performs support functions to the Voice channel and Non Voice channel and vice versa.
Performs daily checking of terminal connectivity and escalates exception reports
Uploads payment files from partner banks and uploads the files to the Host Operating System.
Performs support functions to the Back Office Processor and Loyalty Clerk.
Handles marketing campaign/promo through outbound calls to targeted customer segment on a per need basis.
Conducts outbound call to validate feedback and response to marketing campaigns.
Conducts outbound call to conduct customer satisfaction surveys for service improvement and enhancement of customer loyalty and retention.
Answers all voice calls within the standard number of rings, give caller the greetings and closing spiels in accordance with the applicable standard service level agreement (SLA) with the customers.
Identifies all customers interacting with the Cards Operations Center through various channels to ensure that they are authorized representatives and to provide personalized service.
Accesses customer master data and historical transaction data to validate products/services/transactions required by the accounts.
Processes efficiently, accurately and within the standard targets and applicable SLA with customers all Card Replenishment Orders and Card Reloading Requests from any of the available channels (phone, emails, walk in)
Attends to customers' Card Order and Card reloading follow-up by analyzing the delay of the request and coordinating with various parties to expedite customers' request
Handles customer feedback (inquiries, complaints and commendations) received through the inbound calls and email from motorists and merchants applying the necessary customer handling skills to appease/pacify the complainant in accordance with the applicable SLA:
Provides helpdesk assistance within company standards and/or applicable customer SLA, all queries from business partners and customers to enhance First Call Resolution
Processes related walk-in transactions.
Reviews, approves and transmits card embossing file to service provider via email
Performs card related updates including cost center tagging
Assists the Sales Development Executive in processing e-Fuel Card requests
Inventory management of cards, collaterals and consumables (e-Fuel)
Submits weekly and monthly e-Fuel transactional reports.
Handles e-Fuel inquiries/ complaints/ concerns via call and email and coordinates with BPI/ customers/ service stations/ concerned parties
Documents all deposits of check payment by Fleet accounts to banks designated
Coordinates and reports all payments received before the end of each business day to Cards Business Group. Handles the dispatch of Cards Business Group messenger for payment related tasks, delivery of rush Fleet Cards and other documents.
Coordinates release and pick-up of Statements of Account (SOA) from service provider (Tone Guide); may assist in SOA printing, if necessary.
Coordinates release and pick-up of Fleet Cards with service provider (Remax).
Documents, releases (dispatch) via Cards Business Group messenger and monitors status
Dispatch of Service Station peripherals to Merchants via the accredited courier.
Coordinates with various courier services contact persons for the tracking and receipt confirmation of packages sent.
Performs initial validation of courier service provider billing statements (i.e. LBC and 2GO)
Escalates related concerns to proper operational channels.
Collates and pre-processes monthly Telco and supplier invoices for all Retail POS and Cards-affiliated
Responsible for the scheduling of terminal, SIM card, and POS Equipment and devices via accredited service provider for terminals.
Responsible for the processing of Merchant Affiliation Requests and scheduling of onsite training of service provider for terminals.
Monitors every day upload of Retail POS data for both Head Office Systems: RHO (Orpak installed POS) and RMS-HQ (Nexus installed POS).
Prepares every day list of stations without sales upload and emails to concerned parties for validation and proper action.
Coordinates with Retail POS Vendor on application issues affecting availability of complete and accurate POS data.
Continuously monitors replies of the POS Vendor until report is available in HO systems.
Monitors automatic upload of POS data from Head Office Systems to SAP BW; ensures that process runs successfully on a daily basis.
Validates POS data in uploaded in SAP BW; ensures reliability and accuracy of data by comparing report from SAP BW and at station level.
Conducts remote extraction of POS data as needed.
Downloads reports from Head Office Systems and process as needed.
Conducts analysis on POS Data Report to ensure accuracy.
Escalates operational issues affecting upload of POS providers and monitors response until issues are resolved.
Assists the Loyalty Executive in the implementation of specific activities for loyalty-based programs.
Assists the Value Cards Team - Helpdesk Operations: Receives calls from customers, service station dealers and other partner merchants or establishments through the Cards Operations' Hotline and addresses basic attendant inquiries and/or escalates related concerns for appropriate attention and action.
Administrative Functions
Logs-in and logs-out to ensure proper call routing process.
Submits required reports.
Attends specialized seminars and training as required.
Performs other duties /responsibilities that maybe assigned by the Team Leader from time to time.
San Miguel Corporation

Mandaluyong City, Metro Manila
Permanent
Full-time