Hey I am Rhonna

Nile.Ph Outsourcing
(Multiple Positions)

Role: Sr. Specialist - Process Execution, Training and Quality (Quality Assurance Specialist)
Role Specifics:
● Perform email monitoring and provide trend data to the site management team.
● Use a quality monitoring data management system to compile and track performance at team and individual
level.
● Conduct and engage in Quarterly Business Review (QBR) and Calibration sessions with the Management and Support Team.
● Provide coaching and feedback to both Inbound Email and Customer Service Admin agents.
● Answer questions from agents as a subject-matter-expert. Anticipate escalation and take over calls when needed.
● Facilitate Product-Specific-Trainings to new Inbound Email Representative and Customer Service Admin hires.
● Update out-of-date Confluence articles for Training and daily use of the Inbound Email team.
● Performed other duties as assigned.

Role: CS Leadership (POC) / Customer Service Admin
Role Specifics:
● Monitors the Inbound Email team productivity and ensures that they hit their daily targets.
● Answer questions from staff and provide guidance and feedback. Efficient and timely handling of all escalated scenarios.
● Fresh Desk management in adherence with SLA's
● Deal with complaints and messages on social media account specifically Facebook
● Handle payment disputes, items not received cases and returns from third-party selling sites such as Amazon, eBay, etc. Also includes, handling Negative Reviews and A-Z Claim Guarantee on Amazon.

Role: Customer Service Representative
Role Specifics:
● Provide inbound pre and post-sale customer support for an online retail (The Nile) campaign via email, phone call and directly through online selling sites such as eBay and Amazon.com
● Coordinates with courier for delivery issues and files claim if necessary.
● Communicate with the Procurement team for product warranty issues.
● Performs other admin tasks related to customer support