Frontline Coordinator with English

Job Summary:

The Frontline Coordinator with English  will support end-to-end logistics and Customer experience. The Frontline Coordinator with English will support the Company’s processes through professional communications, both to and from customers. As a result of customer contact, the Frontline Coordinator with English updates the Company database with all appropriate information. The Frontline Coordinator with English supports all quality assurance efforts and Program criteria via phone and e-mail as well as wide usage of high-level logistics tools and systems.

Responsibilities:

• Perform and handle outbound or inbound customer and/or client communications
  Advise customers on behalf of OnProcess Technology’s clients.
• Interact with customers via various methods of communication.
• Utilize client’s third parties to provide the entitled service.
• Follow detailed instructions as outlined in company documents.
• For service level agreement in jeopardy, follow established escalation rules.
• Resolve customer complaints and escalations.
• Update applicable program database(s) accurately.
• Appropriately handle challenging and unique customer situations in accordance with OnProcess Technology policies.
• Identify and escalate data or program specific issues to appropriate level of management.
• May be responsible for multiple programs and working cross-functionally through programs.