Seller ; Buyer Chat - SBS Customer Service

Position: Seller Support (Buyer Chat) - SBS Customer Service
Location: Manila

Department Level Entry  Level Location Manila Job

Description:

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
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