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Executive Customer Service
Job Summary:
As an Executive Customer Service Representative you will be responsible for providing support to our clients' customers. The support will be in various channels such as phone calls, email, and chat. You are expected to provide best-in-class customer service and ensure the customers are fully satisfied.
Job Details:
- Executive Customer Service
- Onsite Work Setup | Eastwood Libis, QC
- Shifting Schedule including weekends
LOB: NA Operations
Responsibilities:
- Provide accurate support and basic technical assistance for incoming queries and issues related to GeTS products.
- Walk customers through problem solving process
- Utilize excellent customer service skills and exceed customers’ expectations
- Respond to queries either in chat, email or over the phone.
- Create bug tracker for case related to system bug
- Properly escalate unresolved queries to the next level of support
- Preserve and grow knowledge of help desk procedures, products and services
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
LOB: NA Managed Services
Responsibilities:
- Organize large amounts of data into required formats, Data cleansing, data reformatting, data entry
- Looking up data from a variety of sources and Inputting information quickly and accurately into the internal system, ensuring that all necessary data is being entered accurately and timely within SLA
- Maintains accurate, organized work records, documents, and files
- Compile data in an Excel spreadsheet, using spreadsheet features and tools to streamline manual processes
- Handles operational tasks related to e-commerce filing
- Resolves phone, chat and email customer inquiries.
- Forwards and escalate inquiries to relevant individuals and departments
- Contacts customers to give them accurate feedback on the progress of their inquiries.
- Other duties that may be assigned
Qualifications:
- High school degree or equivalent; Bachelor’s degree in computer science, IT, business administration, logistics, supply chain management or related field preferred
- 1 to 2 years of previous experience in customer support, client services, or a related field
- Has proficient data entry skills and keen to details.
- Good verbal and written communication skills. Speaks and understand English would be added advantage
- Has knowledge and experience in Trade and Logistics Industry. (Nice to have)
- Has knowledge and experience handling trade documents (Bill of Lading, Invoice, Packing list, etc.).(Nice to have)
- Proficient in Microsoft Outlook and Microsoft Excel
- Excellent computer skills, especially typing.
- Can encode data with speed and accuracy
- Has the ability to quickly process and organize information
- High attention to detail
- Adept at file management (Digital and Manual)
- With good time management and prioritization skills
- With strong troubleshooting and critical thinking skills
- Can finish work in an efficient and timely manner
- Can work beyond office hours
- Ability to work under pressures with clients and internal departments.
Documentation Specialist
Position Summary:
We are seeking a detail-oriented and technically proficient Document Specialist to join our team. The ideal candidate will be responsible for creating, editing, and maintaining technical documentation that is clear, concise, and accurate. The Document Specialist will collaborate closely with subject matter experts to gather information and ensure documentation reflects the latest product features and updates. Additionally, the role involves organizing information in a logical manner, adhering to style guides, and testing documentation for usability and completeness.
Job Details:
- Work from Home
- Monday to Friday | 3 PM to 12 AM PST
- *Following PH Regular Holidays
Responsibilities:
- Research and Gather Information: Conduct thorough research by interviewing subject matter experts, reading technical specifications, and testing products or software to gather information for documentation.
- Write and Edit Documentation: Create clear, concise, and accurate technical documentation, including how-to guides, API documentation, and release notes. Edit and revise documentation as needed for clarity, accuracy, and completeness.
- Organize Information: Structure documentation in a logical and easy-to-follow manner, considering the needs and knowledge level of the target audience. Utilize appropriate headings, tables of contents, and navigation aids to facilitate quick information retrieval.
- Collaborate with Subject Matter Experts: Work closely with engineers, product managers, and other subject matter experts to ensure the accuracy and completeness of documentation.
- Maintain Documentation: Keep documentation up-to-date with changes to the product, software, or processes. Track changes in source code, attend meetings to learn about upcoming changes and update documentation accordingly.
- Ensure Consistency and Style: Follow established style guides and documentation standards to maintain a professional and cohesive voice. Ensure consistency in terminology, formatting, and writing style across all documentation.
- Test Documentation: Review documentation from a user's perspective to ensure clarity, understandability, and helpfulness. Test instructions and procedures to verify accuracy and completeness, and incorporate user feedback to improve documentation.
- Manage Documentation Projects: Plan and prioritize documentation tasks, set deadlines, and coordinate with other team members to ensure documentation projects are completed on time.
- Stay Updated on Industry Trends: Keep abreast of industry trends, best practices, and new technologies related to technical writing and documentation. Continuously improve skills and knowledge through training, workshops, and professional development opportunities.
Qualifications:
- 1–2 years of experience in technical writing or documentation.
- Strong English verbal and written communication skills.
- Excellent writing skills with a strong command of English grammar, punctuation, and syntax.
- Understanding of technical concepts and the ability to translate complex information for a non-technical audience.
- Strong attention to detail to ensure accuracy and completeness in technical documentation.
- Proficiency with documentation tools such as Google Docs, Screensteps, Guidde, or similar software.
- Basic knowledge of markup languages such as XML, HTML, and CSS.
- Experience with documenting APIs and familiarity with RESTful APIs and tools like Swagger or OpenAPI.
- Understanding of UX writing principles to create user-friendly documentation.
- Ability to collaborate effectively with cross-functional teams.
- Strong problem-solving skills and basic project management skills.
- Adaptability to learn new tools, technologies, and processes in a fast-paced environment.
- Understanding of QA principles and processes to ensure documentation accuracy and quality.
Digital Back-Office Support
Position Summary:
We are seeking a meticulous and reliable Digital Back-Office Support professional to join our team. This role involves maintaining and updating our clients' online presence, ensuring that all information is current and accurate across various platforms, including Google My Business profiles and UK reference websites. The ideal candidate will have some experience in SEO, strong attention to detail, and the ability to follow established procedures meticulously.
Job Details:
- Work from home
- Monday to Friday | 8 AM to 5 PM PH Time, at least 2 hours overlap with UK Time
- *Following UK Holidays
Responsibilities:
- Regularly update customers' websites with changes such as openings, addresses, and locations, following Google's requests.
- Register customers' URLs on UK reference websites, ensuring all information is accurately entered and updated.
- Adhere to company-provided procedures, templates, and screenshots when updating content and managing website client needs.
- Manage and update Google My Business profiles for clients, including company registration on relevant citation sites, profile completion, and posting regular updates.
- Perform all tasks using standard computer and browser tools, with a focus on accuracy and reliability.
Qualifications:
- Some experience in the SEO field, with an understanding of how to optimize web content for search engines.
- Demonstrated ability to perform precise and accurate data entry and updates across multiple platforms.
- Strong reliability and time management skills, with a proven track record of meeting deadlines.
- Ability to follow detailed procedures and templates exactly as provided.
- Previous experience managing and updating Google My Business profiles is mandatory.
- Proficient in using standard computer software and web browsers (copy/paste, document handling, etc.).