Marc Lester Faraon

Operations/Team handling

• Provide guidance, and support for a team that consists of 13 agents
• Ensure and maintain efficiency of operations along with looking out for potential bottlenecks while also formulating feasible/realistic preventive measures
• Provide constant monitoring of team attendance and compliance to ensure enough manpower for daily operations
• Assisting agents with technical information regarding product/product troubleshooting along with providing due guidance with overall case handling (SME)
• Handle corporate clients and assist them accordingly with warranty claims, troubleshooting, and onsite technician assistance coordination
• Ensuring KPIs are met along with securing each team member’s overall welfare inside the work environment

Decision-Making and Solutions Management

• Facilitate final analysis, approvals, and verification for warranty claim cases submitted by the agents
• Coordinate with onshore technicians to ensure tech visit schedules are met, existing issues are addressed, and the job details are consistent with each specific case
• Coordinate with in-house and 3rd party logistics teams to ensure that schedules, customer details, and replacement SKUs are correct before dispatch along with reporting any complaints from the customer regarding the service rendered by the delivery personnel
• Handle escalations and ensure that the solutions offered for de-escalation will benefit both the company and the consumer as much as possible

Training and Development

• Create, maintain, and update training materials/modules to ensure that all details and information presented are accurate and up-to-date
• Create and maintain progress evaluation procedures to ensure that newbie’s progression is well documented and quantified
• Facilitate the training and onboarding proper from start to finish
• Assist with the enhancement of all internal and external correspondence in general through systematic coaching and refresher/training methods

Front-end Website Optimization

• Understand the brand, website, and the nature of the business it offers along with analyzing its target audience
• Use Google tools for mapping keywords to be used in the website to enhance its relevance in specific user search results
• Create/enhance website content to make it more visible in Google’s search results (blogs, written content, title tags, meta descriptions, header tags, etc.)
• Provide recommendations on the overall website UI to enhance the overall user experience and engagement

Google My Business Account Optimization

• Ensure that all information stated in the account is correct (addresses, services offered, contact details, etc.)
• Provide additional enhancements that will elevate the account’s reliability (map screenshots, street view photos, interior photos, etc.)
• Ensure that location pins are well-updated and correct
• Scour for fraudulent accounts to prevent unauthorized use of business name and service

Client Communication

• Report changes, and overall progress with the use of tools like Google Analytics
• Directly communicate routine website maintenance, and recommendations, and deliberate with business owners/clients via email or phonecall
• Gather feedback from business owners/clients and leverage it with the services rendered/offered for contract renewals
• Ensure that clients/business owners are aware of every move we make as digital marketing agents
• Ensure privacy and security by updating them with password changes/recommendations and account security matters

Operations CSR

• Provide level 1-2 technical support for selected Philips products (coffee machines, TVs, soundbars, and various household appliances)
• Assist customers with basic product inquiries such as features, navigation, promotions, and warranty
• Provide relevant troubleshooting along with warranty claim assistance deemed necessary
• Render all necessary services and correspondence via chat, email, and phone call