Customer Experience, Supplies Support Agent

🕒 6 dias atrás

🇵🇭 Filipinas – Remoto

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💝 Suporte ao Cliente

👻 Score fantasma 10%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Sourcefit

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

📣 Marketing

📦 Logística

🏥 Saúde

Marketing • Logistics • Healthcare

A Sourcefit é uma empresa líder em terceirização de processos de negócios, com sede nas Filipinas e escritórios na República Dominicana, Armênia, Madagascar e África do Sul. Fundada em 2009, a Sourcefit é especializada em fornecer soluções personalizadas de terceirização offshore e nearshore em diversos setores, incluindo TI, finanças, saúde, varejo e mais. Focam em oferecer serviços de BPO eficientes e econômicos, como televendas, suporte ao cliente, moderação de conteúdo, suporte de TI, desenvolvimento web, entre outros. A Sourcefit está comprometida em criar valor a longo prazo para as organizações por meio de soluções de terceirização offshore personalizadas, eficientes e integradas.

Descrição

• Answer incoming customer calls promptly, professionally, and courteously • Identify customer needs and determine the appropriate resolution path, including service dispatch, supply order placement, or internal escalation • Provide customers with guidance regarding service processes, supply fulfillment timelines, and next steps • Create and dispatch service calls for hardware, software, connectivity, and maintenance issues • Gather and document troubleshooting information for technicians • Monitor open service tickets, update case information, and ensure SLA alignment • Coordinate with Field Service Managers and technicians to resolve customer issues efficiently • Process supply orders using monitoring alerts, automated systems, and direct customer requests • Review supply data and determine fulfillment actions while considering cost impact and supply management guidelines • Place sales orders in internal order management systems and ensure accurate shipment information and device alignment • Monitor supply ticket queues and proactively manage order placement to support service continuity • Manage and prioritize a high-volume ticket queue across service and supply workflows • Complete ticket updates, documentation, and status changes according to internal standards and SLA expectations • Identify tickets requiring escalation and coordinate with internal teams for timely resolution • Document customer interactions, service requests, and supply actions in helpdesk, CRM, and operational platforms • Maintain complete and accurate records for reporting, operational analysis, and customer account history • Collaborate with Service Operations, Sales, Warehouse, Logistics, and Account Management • Escalate complex customer situations while maintaining ownership of communication and follow-through • Participate in internal process improvement initiatives • Participate in training on supported equipment, supply processes, service procedures, and internal systems • Stay informed about process changes, operational updates, and customer experience initiatives • Support special projects, operational initiatives, or pilot programs • Provide support during high-volume periods or operational events as directed by leadership

🎯 Requisitos

• High school diploma or equivalent required • Associate’s or bachelor’s degree preferred • Minimum three (3) years of experience in a customer service, service coordination, call center, or operations support environment • Experience in service dispatch, order entry, supply fulfillment, or technical support coordination strongly preferred • Experience working within multi-system operational environments (CRM, ticketing platforms, order management systems) highly desirable • Experience supporting managed print, IT services, or equipment service environments is a plus • Knowledge of basic printer, copier, and office equipment operations • Knowledge of customer service and service dispatch processes • Knowledge of order processing and supply chain support workflows • Proficiency with Microsoft Office Suite (Excel, Word, Outlook) • Knowledge of CRM and helpdesk systems • Ability to operate efficiently within multiple software platforms simultaneously, including service management, order processing, CRM, and monitoring systems • Ability to prioritize workload and manage multiple requests in a high-volume operational environment • Strong problem-solving and decision-making skills • Professional communication with customers, technicians, sales teams, and internal stakeholders • Accuracy and attention to detail while managing competing priorities • Ability to take ownership of customer issues and drive resolution through collaboration and follow-through • Ability to adapt quickly to process changes and evolving operational needs • Flexibility and availability for scheduling across time zones supporting Eastern, Central, and Western U.S. regions

🏖️ Benefícios

• Full-time employment • Overtime may occasionally be available during high operational demand periods