Operations Support Specialist

Operations Specialist

Location: BGC Taguig
Work Setup: Full Onsite
Schedule: 40 hours per week, 5 days a week, on a rotating shift schedule (Shift schedules include 6:00 AM – 3:00 PM Manila Time)

About the Role

The Operations Specialist plays a key role in our Manila-based 24/7 Operations team, supporting B2B customers and transport partners worldwide. This role ensures that bookings are processed accurately, operational issues are resolved promptly, and service standards are consistently met.

Working closely with customers, transport suppliers, and colleagues across our Manila and Netherlands teams, you will help keep daily operations running smoothly in a fast-paced, international environment.

Key Responsibilities

• Manage inbound and outbound communications with B2B customers and transport suppliers through Zendesk and other communication channels.
• Perform booking quality checks and verify transport details against operational requirements, ensuring accuracy and completeness.
• Monitor operational issues, escalate service disruptions, and coordinate timely resolutions within defined Service Level Agreement (SLA) targets.
• Follow established Standard Operating Procedures (SOPs) and apply operational guidelines consistently across all tasks.
• Identify recurring issues, process gaps, and opportunities for improvement, escalating findings to the Operations Supervisor.
• Collaborate with the Manila and Netherlands operations teams to ensure smooth handovers, effective communication, and consistent service delivery across shifts.
• Maintain accurate records and ensure all operational tasks are completed within required timelines and quality standards.

Requirements

• Excellent written and verbal communication skills.
• Willing and able to work rotating shifts, including evenings, nights, and weekends, as required by business operations.
• Strong computer skills, with fast and accurate navigation across systems and digital tools. Candidates will complete a timed practical assessment during the first interview round.
• Ability to quickly learn, understand, and retain operational processes, rules, and workflows.
• Strong attention to detail, with the ability to maintain accuracy while working efficiently in a fast-paced environment.
• Proactive and solutions-oriented, with sound problem-solving skills and the ability to take ownership of tasks.
• Strong teamwork and collaboration skills, with the ability to work effectively with colleagues and external partners across different locations.

Nice to Have

• Bachelor’s degree in any field.
• Spanish language proficiency.
• Previous experience in BPO, travel, logistics, transportation, or customer operations.
• Familiarity with Zendesk or similar ticketing and customer support platforms.
• Experience working in a 24/7 operations environment or managing shift-based workflows.
• Experience handling booking processes, service disruptions, or time-sensitive operational requests.