Operations Call Center Agent

Philippines

Reporting to

Operations Call Center Team Leader

Responsibilities

• Comply with all Equity Transport Group’s policies and procedures, including but not limited to Social Responsibility, Environmental and Social Media policies
• Continually be a role model and uphold the company vision, mission, and values, and promote these aspects daily through all your interactions with internal and external stakeholders.
• Always look for ways to improve and promote quality and demonstrate accuracy and thoroughness with strong attention to detail
• Display passion and optimism in all you do
• Take responsibility for your own actions; Keep commitments; Complete tasks on time or notify appropriate person with an alternate plan
• Show leadership by exhibiting confidence in yourself and others; Accept feedback from others; Give appropriate recognition to others
• Focus on solving conflict, not blaming; Maintain confidentiality; Listen to others without interrupting;
• Keep emotions under control; Remain open to others' ideas and try new things
• Treat people with respect; Inspire the trust of others; Work with integrity and ethically
• Encourage and support an innovation focus across the business
• Effectively utilising technology, including company systems and platforms to provide enhanced experiences for our clients (internal and external)
• Take ownership of issues and follow problems through to resolution
• Any additional duties requested of you by the Group General Manager or other National Managers, provided they are fair and could reasonably be expected of someone within the role

Key Tasks

• Communicating with team members, customer service officers, fleet controllers and customers to optimise service delivery
• Be efficient and knowledgeable in the TransElite system, particularly the Booking Overview and Dispatch screens
• Making outbound calls to:
  • Passengers who have not confirmed their pickup time
    
  • Crewing operators when the chauffeur is unable to find their passengers
  • Chauffeurs who have not accepted bookings that have been sent to them
  • Passengers when we are unable to fulfill a booking
  • Anyone else as required by Management

• Receiving inbound calls from:
  • Chauffeurs who are enquiring about Airline Crew bookings
    
  • Anyone else as required by Management
    

• Issue and distribute Cabcharge vouchers as required for unfulfilled bookings
• Answer contractors, chauffeurs, and client queries in a professional and timely manner\
• arefully read booking details off any correspondence and ensure the information is transferred into the reservations screen accurately
• Ensuring operations are conducted efficiently and safely in accordance with statutory requirements and Equity Transport Group’s policies/procedures
• Assist Management with monitoring and ensuring fleet operation follows local and state rules and regulations

Key skills

• Well organised with ability to multi-task and perform well under pressure
• Excellent oral and written communication
• A great sense of customer focus
• Confidence to work unsupervised
• Accountability for your actions and the success of Equity Transport Group

The Role

• You are a representative acting on behalf of our company, so to be successful in this position it is paramount that you know and understand our company values and always act in a professional manner, using language that aligns with that of the company.
• You will always demonstrate professionalism and be a committed and proactive member of the Operations Call Centre.

Qualifications/Requirements

• Previous experience working for an English-speaking company or client base
• Experience working in a position that requires making outbound and receiving inbound calls
• Experience in logistics, operations, phone operating, or customer service preferable
• Rotating roster with flexibility to work weekends and early/late shifts