Entry
Clark Freeport, 🇵🇭 Philippines
Customer Support Specialist
Customer success & support
- Communicate with drivers via phone and text in an upbeat, professional, and friendly way; listen to their needs and provide solutions
- Work directly with your supervisor to flag and escalate issues
- Support drivers in multiple time zones
- Ensuring driver satisfaction by providing accurate and timely driver support
- Keep to SLAs regarding call handle time and text handle time
- Improve failure rates at Returnmates by ensuring every driver can salvage failures
- Follow standard operating procedures tied to salvaging failures on the road, including calling leasing offices at apartment complexes to troubleshoot for entry and access instructions
- Coordinate with other departments, such as operations, to meet on-time delivery SLAs and reduce failure attempt rates
- Ensure that drivers are updated on the status of their turnarounds or reattempts
- Handle ticketing that touches multiple technology systems: Dialpad (telephony), Onfleet (routing tool), and homegrown CRM, with the flexibility to switch between systems and learn new systems as the business evolves
- Understand when to shift between Dialpad departments as the volume and flow of a day evolves
- Follow standard operating p...
SuperStaff
SuperStaff is a comprehensive outsourcing solutions provider offering call center services offshore in the Philippines, nearshore in Colombia, and onshore in the United States.
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