Hudson Ralph C. Email & Phone Number

Bacoor, Ph

Serves as the first point of contact for day-to-day customer escalations by maintaining availability to CSA via phone, chat, or email. Listens closely to customers: understands, paraphrases, prioritizes customer needs and displays ability to dive deep by conducting appropriate research and investigations to ensure decisions and resolutions are accurate when assisting associates and customers. Functions as a problem solver for CSA and customers by ensuring to remain current on the latest SDS and CS developments. Maintains a high level of accessibility as a general resource for the site, knowledge of SDS and CS resources and tools and team-specific operational procedures as needed. Demonstrates effective communication and cooperation with Team Managers (TM) and peers in an effort to manage teamwork load and morale. Takes process improvement initiatives and works on projects regarding process improvement and concession reduction (together with the management team). Manage tasks such as contact mining to identify contact drivers and trends, creates a report based on the information gathered and reports it to L4 (Team Managers) and above.

Demonstrates real-time support to potential drivers who wants to sign up with Flex and existing drivers that needs information regarding their onboarding with Flex. Manage requests for changes on account information and gives a step-by-step explanation on how to make these changes, making Delivery Partners prepared to deliver smiles to Amazon customers. Ensures that questions are addressed by educating with accurate information and setting proper expectations to avoid confusions, improving Delivery Partner's experience. Assists SLS appeals and Payment issues from Delivery Partners by filing a report with detailed and necessary information and passing it onto the appropriate team for adjudication.

Thoroughly investigates disputes in payments, ensuring all discrepancies are corrected and Delivery Partners are paid accordingly. Identifying any bank holds or rejects using appropriate resources and bring forth effective resolution to ensure Delivery Partners will get their pay in a timely manner.

Serves as the back-office for Onboarding and On-road Support by managing SLS and Offboarding appeals. Conducting thorough investigations for appeals by working backwards to identify root cause and conceiving an effective resolution delivering results and improving customer satisfaction. Ensures all Delivery Partners are on the same page by educating Amazon Flex's policies and processes, creating a cohesive working relationship between the driver and Amazon Flex and reducing unnecessary effort.

Assists customers about their bank accounts. Answers queries regarding balances, payments and bank holds.

Receives inbound phone calls about postpaid plans, billing concerns, technical issues and product inquiries.

Provides technical assitance for customers regarding issues with their phone, cable and internet (hardware and software).

Receives inbound phone calls about postpaid plans, billing concerns, technical issues and product inquiries.

Bachelor Of Science, Information Technology

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