Discover your 100% YOU with MicroSourcing!
Position: Customer Service Representative
Work setup & Shift: Onsite | Day Shift
Site: Global One, Eastwood, Libis, Quezon City
You'll have:
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Primary Objective:
The Purpose of this role is to support any Phoenix related operational functions and administrative components of App Support, Online Booking of Strategic Solutions including Integrated Onsite and Rapid Response. A key component will be supporting the continuous growth of the business; implementing new systems, processes and policies, or national workforce planning demands which include data analysis and reporting. This role will also provide administrative support to the Operations Manager, Client Services & Admin and Executive Director Strategic Solutions.
Business Unit:
The Operations Business Unit is responsible for answering all inbound requests for support for any of the products and services we deliver to our clients and customers. Operations provide the critical connection between clients and consultants, ensuring they are suitably connected in line with the product, specialty. contracts requirements and other matching factors. Operations is also responsible for end-to-end project coordination and all other administrative components to ensure successful service delivery of our full suite of products and services.
Competencies Requirements:
Knowledge
- Demonstrated knowledge in a professional services industry with experience in an operational/ customer service role
- Capacity to utilise and influence systems to provide for efficient and timely delivery of services
- Knowledge of administrative systems and processes to optimise efficiencies
- Knowledge and experience using databases
- Experience across a broad range of administrative duties
Technical Skills
- Advanced proficiency with computer functions with MS office suite strongly preferred
- Excellent verbal and written communication skills
- Ability to multi-task and prioritize as needed to meet deadlines
- Excellent problem-solving skills and ability to grasp new procedures
- Excellent organisation and time management skills
- Experience in administering databases
- High level organisational skills
- Proven skills at building internal and external relationships while offering support
Behaviours
- Demonstrated customer focus - internal and external
- Track record of meeting deadlines and following through on commitments to customers
- Strong commitment and motivation towards growth and pursuit of process change and improvement
- Demonstrated initiative and innovation
- A thorough approach with high attention to detail
- Ability to work under pressure
- Positive minded with a can do attitude
- Ability to seek and take direction and work to the benefit of the team and organisation
- Reliable and committed
- Open to feedback and development of self
- Ability to be self- manage, be solutions focused and have an optimistic approach
Minimum Qualifications(s):
- High School diploma required; university education preferred
- Previous customer service experience is required
Other related training requirements / experience:
- Microsoft Office Suite (Excel, Word Power-Point)
Key Accountabilities:
- Clients and Service Delivery
- Provide administrative support to the Operations Lead, Operations Managers, Onsite and Rapid Response Managers i.e. scheduling supervision, diary management, appointment and room scheduling, travel, expenses claim reimbursements etc.
- Responding to queries around Phoenix support, while interacting with internal and external stakeholders
- Provide administrative support for consultants e.g. expense claim reconciliation
- Providing individualised coaching and training support for internal and external stakeholders
- Assisting with Phoenix technical app support and online booking
- Undertake overflow duties in Operations and any other relevant administrative duties
- Responding to daily queries and requests
- Proactively problem solve systemic issues or concerns from clients and other stakeholders
- Daily troubleshooting and decision making around complex cases, escalations or internal stakeholder enquiries/issues
- Daily support to Operations Manager, to assist in problem solving and/or job investigation
- Assisting with developing guides based on themes of support requests
- Escalating bugs to the system developer team
- Induction, training and support of internal stakeholders
- Assisting with consultant induction, training and ongoing administrative support
- Responding to daily queries and requests
- Risk and Compliance
- Where required, assist with the collation and audit of documentation; policies and procedures
- Where required to assist with weekly/monthly compliance checks; missing data, billing, shared drives etc.
- Proactively identifying risk to Clinical Services
- Administration
- Monitor, coordinate and respond to relevant queries in the shared email inbox or ticketing system
- Provide Phoenix administrative support to internal and external stakeholders as required
- Service excellence
- Highly developed organizational skills with the ability to prioritize and meet deadlines
- Strive to meet goals successfully with exceptional attention to detail
- Adhere to processes to ensure efficient and effective work practices
- Work in a manner reflective of organizational values and expected behaviors
- Manage client (internal and external) request to a high standards
- Effectively cooperate all required IT systems/software to complete work tasks to the required standards
- Individual and team effectiveness
- Contribute to the achievement organizational direction and goals
- Work effectively to accomplish organizational and personal goals, respecting the needs and contributions of others.
- Work collaboratively with key internal and external stakeholders
- Attend team meetings and contribute to a positive team culture
- Demonstrate flexibility consistent with business requirements, including occasionally working additional hours and receiving communication outside ordinary working hours as required
- Process efficiency and quality assurance
- Understand and work within the current company policies and procedures
- Adhere to procedures and identifying areas for improvement
- Compliance
- Demonstrated compliance with mandatory requirements by providing current documentation i.e National police check, working with children check, professional registration/membership or others as required
- Complete all mandatory internal training as required
About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
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