Total 952 Others level Customer Service job vacancies in Hybrid - Manila

The role: 

As we expand our organisation both across new products and services, as well as Geographies for employees and clients, we’re looking for a Support expert to focus on continuous improvement and team management.  

You’ll be responsible for managing a team of five (and growing), supporting hundreds of clients across three products (and growing) across two regions. You’ll work behind the scenes with both Onboarding and Customer Success to facilitate client queries and make sure they’re a success. 

The existing Support Manager has been with the company for over 5 years and has grown into a new role to help scale the business from a hybrid product/client/support perspective, creating the opportunity for a new team member to come in with a pure Support focus. At first you’ll work closely with this team member for handover, before taking the role on as your own. 

Key to your success will be developing a deep understanding of our products as well as the industry in which we operate in. This will empower you to direct the team on tasks and be autonomous when solving escalated client queries. You’ll be a fantastic manager, ensuring behaviour, product expertise and productivity are measured and improved on a continuous basis. 

Your key stakeholders will be our General Manager, Previous Support Manager, Onboarding Manager, Customer Success Manager and our clients. 

Your focus will be: 

• Team management and managing behaviours, support product and industry understanding and training, as well as and managing productivity 

• Analyse and report product malfunctions, raising defects and incidents 

• Support team with advanced queries, and support the team on the phone/tickets during busy periods, however focus should be on ensuring wider team delivery is at optimal levels 

• Ensure client requests are closed to a high standard of satisfaction 

• Collate and share trends and client feedback with product and engineering to ensure improvements are made 

• Provide consultation to customers regarding the most effective use of Transvirtual platform in conducting business 

• Keep confluence and other documentation up to date  

• Oversee monthly ticket calibration as part of continuous improvement 

 

Why you will love this role: 

• Become a support leader in a growing market: We have a growing list of customers in the ANZ and North American markets and looking to expand into more sizable Enterprise level deals in an industry that is growing and evolving rapidly 

• Join a dedicated and experienced team: you’ll work alongside a dedicated and experienced team who have carved out a solid reputation for operational experience 

• Drive your initiatives to success: a large part of this role will have you bringing your own ideas and experiences to challenge how we’ve always done things. As a business we thrive on everyone’s initiative to grow the business.  

• Friendly, with a global presence: we are a fun team, largely based in Australia, but also Philippines, India, USA, and Pakistan. You’ll get the chance to collaborate with multiple teams who are all inclusive and open. 

 
Essential Skills / qualifications: 

• 5 years or more working as a Support Manager in a SaaS or similar business 

• Excellent verbal and written communication skills 

• Proven capacity to develop unrivalled product knowledge in a new sector (or Logistics experience) 

• Experience managing a team, both in office and remote 

• Demonstrable experience working with teams to align on values and behaviours to make improvements  

Desired Skills: 

• Marketing university degree or equivalent  

• Understanding/experience of the logistics sector / SaaS businesses 

• Excellent communication and negotiation skills – find and close deals. 

• Ability to connect with a range of customers and find key buying habits of prospects. 

• Great team player who understands the importance of working together to meet a common goal. 

About TransVirtual: 

TransVirtual is a modern SaaS business, delivering industry-leading logistics solutions.  

Inspired by his family’s involvement in the transport industry, our founder set out to build a truly configurable Transport Management System (TMS) that could adapt to the diverse needs of this sector. We’ve built on our unique selling point of configurability by developing a deep network which allows transport businesses to process more data, more effectively, through extensive integrations.  

Today we have evolved our product set beyond TMS and offer a complete logistics solution, expanding beyond Australia into New Zealand, USA and Canada. 

Our culture is constantly evolving, and we ensure strategic alignment through clear goals set using OKRs. We thrive on positive, consistent, and collaborative communication, necessary for a remote first business. We support that through fortnightly all hands meetings and Quarterly Workshops including Retros. 

We’re always looking for outstanding candidates to join us as Technology, Logistics and Growth experts. So, if you’re excited by this opportunity, we’d love to hear from you! 

Position Overview:
A Car Insurance Customer Service Representative (CSR) is responsible for providing exceptional service to customers by addressing their inquiries, resolving issues, and assisting with car insurance policies. This role involves interacting with clients via phone, email, or chat, maintaining accurate records, and ensuring customer satisfaction.

Key Responsibilities:

1. Customer Support:
• Handle inbound and outbound calls to address customer inquiries regarding car insurance policies, coverage options, claims, and billing.
• Assist customers with policy changes, renewals, cancellations, and endorsements.
• Provide accurate information about car insurance products and services.
2. Claims Assistance:
• Guide customers through the claims process, ensuring they understand the required steps and documentation.
• Collaborate with claims adjusters and other team members to expedite claim resolution.
3. Policy Management:
• Process new policy applications, verify customer information, and issue insurance documents.
• Update customer accounts with accurate information, including address changes and payment details.
4. Problem Resolution:
• Address and resolve customer complaints or disputes effectively and efficiently.
• Escalate complex issues to supervisors or relevant departments when necessary.
5. Sales Support:
• Provide quotes for car insurance policies and offer cross-sell or up-sell opportunities.
• Explain discounts and savings options to customers.
6. Compliance:
• Ensure adherence to company policies, industry regulations, and state laws regarding car insurance.
• Maintain confidentiality and security of customer information.

Previous experience in customer service or the insurance industry preferred.

Excellent verbal and written communication skills.

Strong problem-solving abilities and attention to detail.

Work Setup and Location: On-Site, Arayat st., Mandaluyong, Metro Manila

Work Schedule: Morning or Mid-Shift, Monday-Friday (8-hour shift only)

Experience Level: 3-5 years

No. of employees required: 2

About the Role:

We are looking for a dedicated IT Analyst (Support) to join our team. In this role, you will provide technical support for IT systems, applications, and services to ensure smooth operation and minimal downtime across the organization. You will be the first point of contact for troubleshooting, issue resolution, and providing proactive solutions to enhance the overall IT environment.

Key Responsibilities:

Technical Support and Issue Resolution

• Provide first-line support for hardware, software, and network-related issues.
• Troubleshoot and resolve IT incidents, including system malfunctions, application errors, and network connectivity issues.
• Escalate unresolved issues to senior IT support or other departments as necessary.

System and Application Monitoring

• Monitor the performance of IT systems and applications to identify and resolve potential issues before they affect users.
• Perform routine maintenance tasks such as system updates, software installations, and patch management.

User Training and Documentation

• Offer training and guidance to users on best practices and how to utilize IT systems and applications effectively.
• Create and maintain documentation for common issues, troubleshooting steps, and system configurations.

Collaboration with IT Teams

• Work closely with other IT teams (e.g., network, security, and infrastructure) to ensure proper system functioning and data security.
• Support IT projects by assisting with system setup, configuration, and user acceptance testing.

Process Improvement and Feedback

• Collect feedback from end-users to identify areas for improvement in IT services and support processes.
• Contribute to the development and implementation of best practices for IT support.

Qualifications and Skills:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience:
• 2-4 years of experience in IT support or a technical helpdesk role.
• Hands-on experience with operating systems (Windows, Linux, macOS) and common office applications.
• Technical Skills:
• Proficiency in troubleshooting hardware, software, and network issues.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and remote desktop support tools.
• Basic knowledge of networking protocols, databases, and IT security practices.
• Soft Skills:
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving skills and attention to detail.
• Customer-oriented with a focus on providing high-quality support and user satisfaction.
• Certifications (preferred):
• CompTIA A+, ITIL Foundation Certification.
• Microsoft Certified: Modern Desktop Administrator Associate.

Position: Technical Support Associate

Location: Manila, Philippines

About LRN

Do you want to use your support expertise to help people around the world do the right thing? Join us at LRN to be a part of a global company where you can make an impact.

LRN is a SaaS based e-Learning provider with a presence across US, EMEA, APAC and LatAm. More than 2,500 companies worldwide (including some of the world’s most recognizable brands) utilize LRN services and leverage LRN e-learning courses to help navigate complex regulatory environments and foster ethical, responsible, and inclusive cultures. In partnership with LRN, companies translate their values into concrete corporate practices, training materials, and leadership behaviors that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform.

 

About the role:

LRN team develops data specifically for a set of key product domains like eLearning, Disclosures, personalization and completions. We deal in AWS technologies like Redshift, S3, Glue, and Lambda. You'll build our data lake and partner with Product and BI teams to build new behavioral events, pipelines, datasets, models, and reporting to support their initiatives. You'll also assist to develop our analytics capabilities in Quicksight and build out our real time reporting capabilities.

Your responsibilities will include:

• Provide support to internal and external customers on all aspects of LRN’s proprietary applications (functions include: campaign set up, system generated e-mails, system reporting, user data management, and customization)
• Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects, issues, and changes.
• Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and measured.
• Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the detriment of the customer. Escalate issues related to capabilities where appropriate.
• Serve as an internal advocate for field personnel, as well as external customers. Prioritize requests based on need and impact. Work with internal stakeholders to address priorities.
• Prepare and present (in written and verbal forms) product information that will assist customers with the capabilities of LRN's systems.
• Maintain quality levels for all work related to customers’ requests.
• Ensure there is an ongoing dialog between LRN and each customer with whom the Partner Assistance Center team member is working.
• Collaborate with peers to discuss unique solutions and to document them.
• Perform other duties as assigned.

 

• Bachelor’s Degree
• 4-6 years of L2/L3 level experience in a customer facing role in an application support environment. We value ability and experience to independently manage operational
• relationship with enterprise Partners.
• Excellent communication skills in English. This position requires above par skills to write and speak in English.
• Extensive experience in supporting enterprise customers based in US and Europe.
• Familiarity with HTML and CSS.
• Familiarity with Learning Management Systems
• Expertise in Microsoft Office Suite especially in Excel. Should be able to understand and handle CSV files.
• Ability to review a Partner request, and apply the necessary analytical skills to ensure successful delivery of the end product.
• This role will involve direct Partner contact; an ability to work with others who are potentially very frustrated, in a professional manner is mandatory.
• An inherent ability to multitask and manage customer expectations to the satisfaction of all involved parties is critical to the success of the incumbent.
• Ability to consistently spot and report issues before they reach a point of becoming critical.
• A desire to constantly examine issues, looking for the opportunity to improve processes and/or technology.
• Must have an inherent attention to detail.

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

WHAT IS YOUR ROLE

As a Sr. Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services, in this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
• Ensure proper and timely escalation of issues to meet internal and external expectations.
• Identify opportunities and recommendations for continuous process improvement.
• You are expected to deliver service excellence and maximize customer satisfaction.
• Work with the external team to stay updated on product and service knowledge.

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• 3 years of customer service experience (may it be email, phone, or chat support).
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Excellent reading comprehension, and verbal, and written communication skills.
• Strong and effective phone contact handling skills.
• An ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Knowledge and experience with Gorgias CRM is a plus.
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• The ability to accept feedback gracefully and with an open mind.
• Intermediate understanding of common Customer Experience best practices.
• Customer orientation and ability to adapt/respond to different types of characters.

• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development
• Mental Health Program
• Philhealth Coverage

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

Travel Percentage :

0%

GENERAL DUTIES & RESPONSIBILITIES
• Oversees a team of Customer Service Representatives who handle customer service inquiries and problems.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Acts as an escalation point for resolving customer issues.
• Evaluates the quality of representatives’ calls and provides feedback on strengths and areas for improvement.
• Provides input for performance appraisals.
• Provides coaching and mentoring to less experienced call center personnel.
• Takes calls in the queue as needed.
• Ensures new representatives are set up with appropriate software and systems.
• Recommends streamlining opportunities and process improvements.
• May communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
• May be responsible for training Customer Service Representatives.
• May serve as a backup to the supervisor in their absence.
• Other related duties assigned as needed.

EDUCATION REQUIREMENTS
High school diploma or GED

GENERAL KNOWLEDGE, SKILLS & ABILITIES
• Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
• Excellent customer service skills that build high levels of customer satisfaction
• Excellent verbal and written communication skills
• Computer navigation and operation skills
• Demonstrates effective people skills and sensitivities when dealing with others
• Ability to work both independently and in a team environment

FIS JOB LEVEL DESCRIPTION
Senior level role. Highly-skilled with extensive proficiency. Responds to a high volume of inquiries about FIS’s products and services. Plays a lead role in customer escalations. Questions and issues often deviate from standard scripts and procedures. Handles situations which require adaptation of response or extensive research. Requires advanced problem solving. Coaches and shares information with professionals with less experience and/or expertise. Works under general supervision with latitude for independent judgment. Typically requires four or more years of experience in a call center or customer service-related job in a service industry with at least one year in a senior level job. One or more years financial services experience is preferable.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Position Summary

The Customer Service Representative (CSR) is responsible for delivering world-class customer support to both external and internal customers during escalated inquiries. This role involves managing customer interactions regarding products, services, and policies while ensuring compliance with internal processes and upholding the highest standards of customer service for DGL.

Key Responsibilities

1. Customer Support
• Handle customer inquiries regarding products, services, and policies through the toll-free line or email.
• Act as a point of contact (POC) to address policy, product, and processing questions from internal and external customers.
2. Training and Coaching
• Assist with training and coaching internal teams as needed to enhance customer service efficiency.
3. Complaint Resolution
• Respond proactively to customer complaints or product flaws identified through the product review process.
4. Process Improvement
• Identify and recommend improvements to daily operations within the department and across teams.
5. Administrative Tasks
• Complete additional responsibilities as assigned by the management team.

Work Hours

• Schedule: Monday to Friday, 9:30 AM - 6:00 PM (EST).

Required Skills and Qualifications

• Previous experience in customer service.
• Proficiency with:
• Microsoft Outlook, Word, and Excel
• AWS Connect
• Freshdesk
• Excellent verbal and written communication skills.
• Strong problem-solving and organizational skills.
• Ability to work independently and collaboratively in a fast-paced environment.

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Data Services Associate, you will be working with different tools and databases to review data. You are responsible for executing processes as defined by the client and/or management. The role requires keen attention to detail while maintaining productivity at defined proficiency levels and an aptitude to learn new processes.  

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

• Execute processes assigned by the client and/or management.
• Ensure defined productivity targets are met.
• Ensure defined quality targets are met.
• Identify process improvement opportunities as they arise.
• Reports process deficiencies to ensure accurate execution of tasks.
• creating and finishing projects assigned by the client. 
• Collaborate with internal and external teams in completing projects.
• Review submissions.

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Curious and authentic, just like us! #beboldr .

• An analytical and critical thinker, with an eye for even the most minute of details.
• Passionate about client satisfaction.

YOU HAVE…

• Bachelor's / College Degree in any field you’re passionate about!
• Previous experience in a related field is a plus.
• Basic knowledge of Salesforce is a plus.
• Experience in using CRM and other similar applications or tools.
• Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs and MS Office applications.

• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development
• Mental Health Program
• Philhealth Coverage

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Data Services Associate, you will be working with different tools and databases to review data. You are responsible for executing processes as defined by the client and/or management. The role requires keen attention to detail while maintaining productivity at defined proficiency levels and an aptitude to learn new processes.  

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

• Execute processes assigned by the client and/or management.
• Ensure defined productivity targets are met.
• Ensure defined quality targets are met.
• Identify process improvement opportunities as they arise.
• Reports process deficiencies to ensure accurate execution of tasks.
• creating and finishing projects assigned by the client. 
• Collaborate with internal and external teams in completing projects.
• Review submissions.

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Curious and authentic, just like us! #beboldr .

• An analytical and critical thinker, with an eye for even the most minute of details.
• Passionate about client satisfaction.

YOU HAVE…

• Bachelor's / College Degree in any field you’re passionate about!
• Previous experience in a related field is a plus.
• Basic knowledge of Salesforce is a plus.
• Experience in using CRM and other similar applications or tools.
• Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs and MS Office applications.

• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development
• Mental Health Program
• Philhealth Coverage

IT Service Delivery Manager
Hybrid - working from home with visits to business sites across the UK
Up to £65,000 per annum + car allowance + benefits
Requirement to provide out of hours’ support

BCA are the biggest name in Europe’s vehicle remarketing industry, backed by the Constellation Automotive Group, we’re part of a family including cinch and WeBuyAnyCar.com. We offer competitive salaries plus attractive benefits, unrivalled support to progress and flexible, hybrid working.

As an IT Service Delivery Manager, you will be responsible for overseeing and ensuring the efficient delivery of IT services to meet our business needs and objectives. You will manage the performance and quality of IT services, ensuring compliance with service level agreements (SLAs), and maintaining positive relationships with internal teams and business stakeholders. You will work closely with IT support, infrastructure, and operations teams to ensure the seamless delivery of services and the continual improvement of service management processes.

Key Responsibilities


Oversee the daily operations of IT service delivery, ensuring that all services are delivered according to agreed SLAs and KPIs.
Coordinate with internal IT teams (e.g. Support, Infrastructure, Networks & Product) to ensure effective and efficient delivery of services.
Identify opportunities to optimize service delivery processes and implement improvements to enhance quality and reduce costs.
Serve as the primary point of contact for business units regarding the provision of IT services.
Ensure the alignment of IT services with the business’s operational needs and objectives.
Develop and maintain strong relationships with key business stakeholders.
Hold regular service reviews with key stakeholders, focussing on performance of services and identifying areas for improvement.
Monitor and track service performance against SLAs, preparing regular reports on service quality and delivery performance.
Identify service delivery issues or potential risks and proactively work to resolve them before they impact business operations.
Ensure documentation is in place for all service delivery processes, incidents, and resolutions.
Manage the escalation and resolution of major incidents, ensuring swift restoration of services with minimal impact on business operations.
Conduct post-incident reviews and root cause analysis to drive improvements in incident management and service continuity.
Lead efforts to review and optimize IT service delivery processes, ensuring they are aligned with industry best practices (e.g., ITIL, Agile).
Propose and implement service improvement initiatives to enhance customer satisfaction, service efficiency, and overall business performance.


Key Skills


Proven experience in IT service delivery or IT operations, and in a managerial or leadership role.
Experience in managing IT services in a complex, multi-vendor environment.
Proven track record in managing and optimising IT service delivery in alignment with SLAs and business goals.
Strong understanding of ITIL frameworks and best practices in service management.
ITIL V3/V4 certification is desirable.
Knowledge of service management tools (ServiceNow).
Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
A self-motivated, hands-on, people focused, who can drive lasting change through effective communication, both written and verbal.
Strong leadership, problem-solving, and decision-making abilities.
Ability to manage multiple priorities in a fast-paced environment.
Strong analytical and reporting skills with the ability to present data clearly to both technical and non-technical stakeholders.
Knowledge of incident management, change management, and problem management processes.


We are proud to be Level 1 Disability Confident and committed to ensuring our recruitment process is inclusive and accessible.

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.

Wrist Shared Service Center is looking for a Code Crack Support who will report functionally to the assigned branch and administratively to WSC. This role is designed to assist and collaborate with our buyers and sales representatives.

What you'll be doing:

• Getting request for quotes from Wrist customers.
• Creating a quote in the Wrist MS Dynamics AX12 ERP system based on the requirements of the customer’s specification and translating to the Wrist catalogue items.
• Completing the customer’s quotation in coordination with Wrist Sales and Purchase Department. 
• Responsibilities related to maintaining and updating the Wrist product catalogue. 
• Tasks involved in the post-quotation study of items that were not recognized before the quotation was forwarded to the purchase department, which will acquire the items not in stock (buy-to-sell items). 
• Various procedures connected to our customers' needs and the scope of our service.
• Specific Major Responsibilities 
  • Thorough understanding of customer preferences and item quality in code cracking to Wrist codes 
  • Ensuring correct usage of miscellaneous codes that is linked to the specific vendor based on the item requests. 
  • Review the uploaded quotation if complete and accurate. 
  • Create vendor RFQ ID and add vendors for the items that need to be sourced out to obtain prices 
  • Send requests for vendor RFQ and reminders 
  • Price Preferring 
  • Handle clarification regarding vendor offer.

What we're looking for:

• MUST BE AN EMPLOYEE OF WSC - MANILA
• Graduate from any 4-year course, preferably a Business-related course or equivalent.
• Expert in Microsoft AX12 and SharePoint Systems 
• Background in Marine Stores or Provision is an advantage. 
• Strong analytical background 
• Self-starter who is proactive and thrives in circumstances with high levels of autonomy. 
• Outstanding communication and customer service abilities. 
• Excellent self-management and organizational abilities, aptitude for analysis, and capacity for initiative and execution.
• Ability to work quickly and under pressure from multiple deadlines. 
• Capable of adjusting to a fast-paced, dynamic environment. 
• Dynamic approach to customer service and procedure. 
• Capable of guiding end-users and delivering technical training.
   

Location: Times Plaza Building, U.N. Avenue corner Taft Avenue, Ermita, Manila

Work setup: Hybrid

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

Travel Percentage :

0%

GENERAL DUTIES & RESPONSIBILITIES
• Oversees a team of Customer Service Representatives who handle customer service inquiries and problems.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Acts as an escalation point for resolving customer issues.
• Evaluates the quality of representatives’ calls and provides feedback on strengths and areas for improvement.
• Provides input for performance appraisals.
• Provides coaching and mentoring to less experienced call center personnel.
• Takes calls in the queue as needed.
• Ensures new representatives are set up with appropriate software and systems.
• Recommends streamlining opportunities and process improvements.
• May communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
• May be responsible for training Customer Service Representatives.
• May serve as a backup to the supervisor in their absence.
• Other related duties assigned as needed.

EDUCATION REQUIREMENTS
High school diploma or GED

GENERAL KNOWLEDGE, SKILLS & ABILITIES
• Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
• Excellent customer service skills that build high levels of customer satisfaction
• Excellent verbal and written communication skills
• Computer navigation and operation skills
• Demonstrates effective people skills and sensitivities when dealing with others
• Ability to work both independently and in a team environment

FIS JOB LEVEL DESCRIPTION
Senior level role. Highly-skilled with extensive proficiency. Responds to a high volume of inquiries about FIS’s products and services. Plays a lead role in customer escalations. Questions and issues often deviate from standard scripts and procedures. Handles situations which require adaptation of response or extensive research. Requires advanced problem solving. Coaches and shares information with professionals with less experience and/or expertise. Works under general supervision with latitude for independent judgment. Typically requires four or more years of experience in a call center or customer service-related job in a service industry with at least one year in a senior level job. One or more years financial services experience is preferable.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass