Current OPT Employees Only, Bilingual Chinese / Logistics Service Representative II, Work from Home

*******Internal OPT Applicants Only*******

Job Summary:

The Logistics Service Representative II will support Reverse Logistics and/or Customer Experience programs requiring client system access. The Logistics Service Representative II supports the companys processes through professional communications, both to and from customers, on behalf of OnProcess Technologys clients. As a result of customer contact, he/she updates the company database with all appropriate information. The Logistics Service Representative II supports all quality assurance efforts and program criteria.

Responsibilities:

• Perform and handle outbound or inbound customer and/or client communications
  Advise customers on behalf of OnProcess Technologys clients
• Interact with customers via various methods of communication
• Utilize clients 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
• Meet or exceed OnProcess Technologys key performance standards and quality objectives
• Work as an integral part of the Delivery Services team; contributing to the departments ability to consistently meet and exceed Contact Center performance goals
• May be responsible for multiple programs and working cross-functionally through programs
• Ad hoc duties and special projects

Requirements:

• Previous customer service experience within a Contact Center
• Bilingual Chinese & English
• High School Diploma or equivalent
• Attention to detail and accuracy
• Multi-tasking skills including the ability to toggle between multiple computer windows
• Strong written, verbal and interpersonal communication skills
• Meet certification requirements
• Ability to maintain confidentiality
• Familiarity with or an ability to understand and utilize a database and Microsoft Office programs
• Ability to work 7p-3:30a EST from home office

Physical Requirements:

• Must be able to move intermittently throughout the work day.
• Must be able to lift, bend, etc.
• Must possess sight/hearing/speech senses, or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.