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PRC Admin

OP360 (OfficePartners360)

Role overview

Qualifications

  • Fluent/native level English, both written and verbal
  • Exceptional attention to detail with the ability to articulate data insights and trends
  • Proficient use of Microsoft Office Suite (Outlook, Excel, PowerPoint)
  • Working knowledge of Salesforce and/or other CRM tools

Responsibilities

  • Provide global escalation support across different software and product lines
  • Engage all tickets with urgency, delivering excellent customer experience
  • Escalate and de-escalate tickets to appropriate support channels and accurately capture data within CRM
  • Maintain a partner index updated with key data points

Key facts

Hard skills

Escalation Management Customer Relationship Management Customer Relationship Management Office Management Shift Scheduling Provider Data Management Microsoft Dynamics CRM Cross-Cultural Studies Salesforce Online Communication

Other skills

  • Microsoft Office
  • Data Reporting
  • Willingness To Learn
  • Time Management
  • Teamwork
  • Detail Oriented
  • Empathy
  • Problem Solving

About the company

OP360 (OfficePartners360) logo

OP360 (OfficePartners360)

OP360 was founded in 2006 by experienced business entrepreneurs on a relationships-first philosophy. Bolstered by their first-hand experience, they set forth with one goal in mind: to be a trusted global workforce partner and position the business as a one-stop, full-service outsourcing company that delivers streamlined solutions for brands and businesses all while reducing costs, improving service levels and growing top-line performance. Thanks to the combination of incredible people, innovative technology and progressive thought leadership, OfficePartners360 continually raises the bar of world-class customer experience and is a fast-growing global workforce solutions provider for both medium-sized and large Fortune 500 companies. OP360 offers 24/7/365 omnichannel experience services and solutions in inbound/outbound call center customer service (calls, emails, live chat, social media), data center, outbound sales (lead qualification, warm transfers) accounting, technology support, application/web development and back-office (content moderation, online merchandising, catalog/inventory management, graphic design, virtual assistant). We are passionate about enabling business agility, innovation and competitive advantage for our clients—and each day we are guided by our core values of acting with integrity and committing to our clients’ success.

Company details

Company typeSME
Company size1001 - 5000

Links

Website LinkedIn See all jobs

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Job description

This is a remote position.

What will you do?

• Provide global escalation support across different software and product lines.
• Engage all tickets with urgency, with excellent customer experience at heart of all you do.
• Escalate and Deescalate tickets to appropriate support channels. o Accurately capture data within CRM.
• Share insights and trends back to leadership & client.
• Maintain a partner index updated with key data points.
• Work as part of global team but also autonomously when required.
• Communicate effectively internally and externally, including emails, social media, phone, and video conferences.
• Meet or exceed internal KPIs and response time targets for urgent tickets, ensuring both timely resolution of customer issues and alignment with organizational objectives. • Exhibit strong teamwork skills while also demonstrating the ability to work autonomously when required.


Requirements

Skills & Qualifications:

• Fluent / Native level of proficiency in English, both written and verbal
• Exceptional attention to detail with the ability to articulate data insights and trends information
• Slightly flexible with working hours to balance different regions
• Familiarity with software and hardware products is a plus. Must be eager to learn new technologies.
• Ability to empathize with the customer, partners and client contacts
• Problem-solving mindset and passionate about delivering excellent customer experience
• Proficient use of Microsoft Office Suite (especially Outlook, Excel and PowerPoint)
• Experience working in multinational and multicultural environments is preferred
• Working knowledge of Salesforce and/or other CRM tools is a plus
• 2 years experience in similar workstream (Administration, ticket support, back office function)

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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