senior Operations service specialistASCENT PRO

Description
The WIM Ops SME Team in Manila is created to form a pool of flexible resources with expert skills and knowledge of the business and its processes. The team is expected to provide advanced support to WFA Brokerage Operations and any of its activities, wherever and whenever the needs are identified. Therefore, the resources can be expected to transfer from one function to another based on demand, after required training is accomplished. Outlined below are the functions that the team are expected to support and the associated responsibilities to be carried out.
Inbound Calls:
• Educate callers on policies and procedures.
• Provide callers with walkthrough and navigation in using systems and tools to submit service requests.
• Provide updates, next steps and follow up on open transactions and service requests.
• Liaise between callers and appropriate departments to solution on issues and concerns.
• Execute solutions where it is allowed
Outbound calls:
• Seek clarification and follow up on open transactions
• Provide solutions on issues and concerns
Escalation:
• Specific to area of support, this role is expected to evaluate and escalate callers' concerns accordingly.
Requirements
Minimum education level: Bachelor ́s Degree
4 years of experience
Availability for travel: Yes
Availability for change of residence: Yes
People with disabilities: Yes

₱ 65,000.00 monthly ·  Taguig, National Capital Region ·  Now (updated)