KDCI Outsourcing is seeking a dynamic and detail-oriented Customer Service Operations Specialist to join our team. The ideal
candidate will be responsible for overseeing and optimizing customer service operations to ensure exceptional customer
experiences. You will collaborate with various teams to implement efficient processes, resolve complex issues, and drive
continuous improvement initiatives. If you are passionate about delivering superior customer service and have a knack for
operational excellence, we invite you to apply and be part of our growing organization.
• Manage and optimize all aspects of customer service operations, including but not limited to inquiries, complaints, and
escalations. Manage, share with stakeholder, follow up & document the points raised during Process Clarifications &
Calibration sessions.
• Preparation of Briefings for Customer Services to update them on product changes, process changes, system changes.
• Provide support reviewing & analyzing chatbot flows.
• UAT & report issues for required projects.
• Reply to Contact Centre Questions in a timely manner.
• Open tickets to different teams to raise any reported issue.
• Process Improvement: Identify areas for improvement in customer service workflows and implement solutions to
enhance efficiency and effectiveness. Create new templates or scripts in response to any new issue or business needs,
ensuring alignment and improving user experience.
• Training and Development: Develop training programs and materials to ensure customer service team is equipped with
the necessary skills and knowledge to address customer needs effectively. Identify new Training opportunities based
on Business needs.
• Participate to Contact Centre KPIs reporting.
• Audit customer service contacts.
• Bachelor’s degree in related field is preferred.
• Proven experience in customer service operations or a similar role, preferably in a fast-paced environment.
• Strong analytical and problem-solving skills with the ability to interpret data and trends.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal
teams.
• Proficiency in CRM software and other relevant technology tools.
• Demonstrated leadership abilities and experience in managing teams is a plus.
• Ability to thrive in a dynamic and fast-paced environment, with a strong sense of urgency and commitment to
excellence.
• Experience in the outsourcing industry is a plus.
• Candidate must have an excellent command of the English language; German language is also preferred (Bilingual).
• Employment Type: Hybrid - Work 3 days in Ortigas office / 2 days remote (during training)
• Department: Incentive Team
• Work Schedule: 5-day work week, shifting schedule (day, mid, night)
