Back Office Coordinator

1. Role OverviewA Back Office Assistant for Calling & Mail is responsible for maintaining smooth communication between the company, clients, and internal teams by handling outbound/inbound calls, managing email correspondence, and performing general administrative tasks. This role ensures timely follow‑ups, accurate documentation, and high standards of customer service. 2. Key ResponsibilitiesTelecalling Make outbound calls to clients/prospects for order confirmations, follow‑ups, feedback, and payment reminders. Receive and screen inbound calls, route them appropriately, and log call details. Maintain call scripts, update call logs, and ensure daily call targets are met. Email Management Draft, format, and send professional emails (order acknowledgments, quotations, reminders, escalations). Monitor company inbox(es), categorize incoming mails, and ensure timely responses (within 24 hours). Maintain email templates for consistency and accuracy. Data Entry & Documentation Update CRM or database with call outcomes, client details, and email correspondence. Prepare daily/weekly reports on call metrics (volume, conversion rates) and email response times. Archive communications and maintain organized electronic filing systems. Coordination & Escalation Liaise with sales, logistics, accounts, and other teams to resolve client queries. Flag urgent or high‑priority issues to supervisors and ensure follow‑through. Coordinate meeting schedules or conference calls and circulate minutes. Process Improvement Identify bottlenecks in communication workflows and suggest improvements. Update and refine call/email SOPs to boost efficiency and maintain quality standards. 3. Required Skills & CompetenciesCommunication: • Clear, professional phone etiquette in English (and local language, if required). • Strong written English skills—grammar, tone, and formatting. Technical Proficiency: • Comfortable using CRM systems (e.g., Zoho, Salesforce) and MS Office (Outlook, Excel). • Fast and accurate typing (≥ 40 WPM). Organizational Abilities: • Excellent time management—prioritize tasks to meet SLAs. • Detail‑oriented in logging calls, emails, and data entries. Interpersonal Skills: • Patient, courteous, and a problem‑solver mindset. • Ability to work collaboratively with cross‑functional teams. Adaptability & Learning: • Quick to grasp new tools and processes. • Open to feedback and continuous improvement. 4. Qualifications & ExperienceEducation: • Minimum: High school diploma; Preferred: Bachelor’s degree in Business Administration, Communications, or related field. Experience: • 1–2 years in back‑office support, telecalling, customer service, or administrative roles.