Business Operations New Associate
Job Description
Project Name: Mobility
Position Name: Business Operations New Associate
Role Name: Business Operations New Associate
Location: CG Tower 2, Pioneer, Mandaluyong City, Hybrid Shift: Mon – Fri: shifting schedule (6am -3pm; 1pm- 10pm)
Key Responsibilities:
1. Respond to calls and resolve Tier 1 queries based on available guides and reference materials
2. Log ticket for calls received that are case-specific and assign to the proper Assignment group
3. Track calls received and report metrics
4. Monitor ServiceNow tickets assigned to the Philippines and respond to Tier 1 queries based on available FAQs/reference materials
5. Assign case-specific queries to the proper point-of-contact and/or re-assign to the correct Assignment group/functional team
6. Support our Follow-the-sun CRM support model and other global leadership initiatives requiring CRM support from all network delivery centers. As such, shift schedule to be identified based on requirements.
7. Adhoc tasks which may be assigned from time to time for back-up support
Qualifications
Must Have:
- College Graduate
- Bachelor’s degree or equivalent
- At least 1 year of experience: Familiar with CRM platforms MS Office skills (Excel and Word) customer-centric mindset
