Seller Support (Buyer Chat) - SBS Customer Service

What you'll do

• Ensures prompt and correct resolutions on buyer escalations from BPO and internal stakeholders.
• Analyzes and flags BPO on invalid escalations
• Helps to reduce DSAT by escalating business-driven concerns to Vendor Operations, Warehouse, and Logistics team
• Attends daily/weekly performance reviews with BPO to address challenges and provide action plans on escalations being raised.
• Proactively collaborates with internal stakeholders on the provision of needed details escalated by the BPO.
• Spearhead meetings with the relevant stakeholders to ensure that escalation closure timeline is being met.
• Prepares and flags internal stakeholders on the open and ageing escalations from BPO.

Service Escalation

• Primary contact person for pre and post sales escalation from Buyer for all LOB's (SBS,SCS, Apple, SIP)
• Assist Regional (SIP) on Return & Refund & Logistics
• Provide additional support to BPO on priority escalations
• Monitors and ensure closure of Seller Escalation (SIP)

BPO Management

• Proactive collaboration with BPO to reduce invalid escalations

Stakeholder Management

• Escalate and flag top DSAT drivers to Vendor Operations, Warehouse and Logistics Team to improve CSAT performance

Requirements

• Graduate of any 4-year course
• Customer Relationship Management
• With good written and communication skills in both English and Filipino
• Proficient in Google Suite (Sheets, Forms, Slides), Trello
• Can multitask to handle multiple chats simultaneously
• Team Player and Customer Focused
• Can work under pressure