Operations Associate (BukuPay PH)

About Job

We are looking for dedicated and detail-oriented Operations Associates to join our growing team. This role sits at the intersection of logistics operations and merchant support. You will handle operational execution, order troubleshooting, address validations, and merchant inquiries via chat, email, and voice platforms to ensure smooth and efficient order fulfillment. A background in BPO customer support or logistics operations is a strong advantage. This is an on-site position ideal for those who thrive in a collaborative and fast-paced environment.

Must-have:

• At least 2 years of BPO, customer service, or logistics operations experience (non-voice or voice).

• Strong written communication skills and high attention to detail (especially with address verification and order data).

• Proficiency in Microsoft Excel and Google Sheets for data entry, order logging, and tracking. Experience with non-voice support platforms (chat and email) and CRM tools (e.g., Zendesk, Zoho Desk, Salesforce).

• Willing to work on-site and on shifting schedules.

• Positive attitude, adaptability, and a strong operational focus with a merchant-first mindset.

Need-to-have:

• Intermediate to advanced Excel / Google Sheets skills (e.g., VLOOKUP, XLOOKUP, Pivot Tables, basic formulas).

• Minimum 45 WPM typing speed with high accuracy.

• Previous experience in e-commerce, courier operations, or order fulfillment systems.

Responsibilities

• Operational Execution & Delivery Resolution: Investigate and resolve delivery blockers (e.g., invalid addresses, missing contact details, failed courier attempts) to ensure smooth order fulfillment.

• Merchant Support & Troubleshooting: Assist merchants with delivery updates, order troubleshooting, address validations, and logistics concerns via non-voice and voice channels.

• Issue Escalation & Documentation: Document interactions and update internal logs with accurate order details. Escalate unresolved delivery or system issues to logistics partners or supervisors as needed.

• Performance Metrics: Meet individual and team performance targets, including first-response time, ticket resolution rate, and merchant satisfaction (CSAT) scores.

• Process Adherence: Strictly adhere to internal operational workflows, service level agreements (SLAs), and quality standard guidelines.