As a Customer Support Advisor - Dutch Speaking you will be reporting to the Customer Support Team Manager you will be part of the Customer Service Department.

Are you looking for a great opportunity to develop your skills? Are you a flexible, driven and solution oriented person with an open mindset? Are you a real people’s person with amazing customer service skills?

Seize the opportunity and find out more about us!

We’re looking for real team players to be a part of Entain and provide professional support to our customers.

What you will do

• Provide award winning standard service across all contact channels as required through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies

• Provide first time resolution to customer contacts ensuring a positive and engaging service for the customer

• Improve and optimise customer value through maximising customer conversion and retention opportunities utilising company marketing initiatives and the ‘Sales through Service’ mentality

• Proactively escalate any issues to ensure the customer receives a resolution to their query

Role Purpose:

To provide the best possible reactive and proactive customer support using the ‘Sales through Service’ ethos for the Bingo, Casino and Poker, Sports Betting Interactive and Retail customers across multiple contact channels.

Key responsibilities

• Provide award winning standard service across all contact channels as required through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies.
• Improve and optimize customer value through maximizing customer conversion and retention opportunities utilizing company marketing initiatives and the ‘Sales through Service’ mentality
• Be able to respond across all products, but become an expert in at least one area
• Ensure familiarity with all marketing initiatives and up-to-date customer support functions and processes
• Maintain open and transparent communication within the team
• Proactively escalate any issues that would affect the customer experience
• Provide first time resolution to customer contacts, taking into account the commercial value of each contact.
• Escalate customer complex enquires to the Senior Customer Advisor and relay outcomes of investigations to customers.
• Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives.
• Perform any other duties as assigned and required.

Position Summary

The Visa Disputes Product Management team designs, implements, and manages on-behalf-of dispute products targeting Visa issuers throughout the world. We are seeking a Product Manager, Issuer Disputes Platform Management with the vision, passion, and commitment to support global product strategy.

As a Product Manager, your primary responsibility will be to support tech projects for the Issuer Disputes Product Management Team, overseeing parts of the technical project lifecycle from inception to deployment. Success in this role requires the ability to cultivate both internal and external client relationships and manage multiple projects concurrently.

A key part of your role will be assisting in translating business processes into robust requirements, ensuring the information is understandable to technology Program Managers, Product offices, and business operations partners.

Responsibilities

• Collaborate with business and technology Program Managers to facilitate projects from inception to end-user delivery, including post-deployment support for tool enhancements, fixes, and continuous improvement.
• Engage with Subject Matter Experts (SMEs) to comprehend business needs and requirements. Assist in delivering data-driven insights and results in a comprehensive Business Requirements Document (BRD).
• Support project teams effectively with some supervision, ensuring timely completion of projects within the allocated budget.
• Assist in refining user stories to develop functional requirements and/or solution design documentation.
• Work closely with Client Services teams, technology partners, product owners, and other stakeholders to define problems, develop business cases, select solutions, elaborate on requirements, and oversee development, testing, and deployment.
• Drive operational efficiency by assisting in initiating innovative solutions to optimize issuer dispute operational tools, focusing on reducing ownership/usage costs and maximizing return on investment.
• Communicate technical solutions effectively to business partners, explaining deployment, usage, fit within the overall technology architecture, and alignment with systems strategy.
• Analyze and merge data from various sources, resolving any discrepancies.
• Decompose complex, high-level information into detailed components.
• Acquire and maintain a deep understanding of the issuer dispute space, including internal strategies, stakeholder systems, processes, consumer regulatory impacts, and client needs.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

As a Customer Support Advisor - German Language you will be reporting to the Customer Support Team Manager you will be part of the Customer Service Department.

Are you looking for a great opportunity to develop your skills? Are you a flexible, driven and solution oriented person with an open mindset? Are you a real people’s person with amazing customer service skills?
Seize the opportunity and find out more about us!
We’re looking for real team players to be a part of Entain and provide professional support to our customers.

What you will do

• Handling customer inquiries via chat/e-mail/phone; including but not limited to product related (Sports, Casino, Poker) as well as cashier related matters
• Assessing individual issues and taking appropriate action to ensure customer needs are met
• Working in coordination with other teams based at different locations that share similar objectives
• Escalating system anomalies and general issues faced by customers to the relevant party
• Understanding Standard Operating Procedures and delivering service / quality standards to agreed level

The Operations Manager (OM) is a critical leader of leaders within TSA's Customer Engagement Centre. They motivate, inspire and engage their team of Team Leaders (TL) to ensure each team is able to deliver the required performance and outcomes as defined by TSA and our client.

The OM will be responsible for the intraday performance management across the Service Teams; Team Leadership, coaching, development and engagement; Operational Excellence, and Customer Advocacy Centre results.

The OM also contributes strategically by collaborating with the Senior Operations Manager to improve operational efficiency and expertise to exceed both TSA and Client objectives for the program.

The Senior Manager for Global Client Resolution is responsible for leading a team of consultants and subject matter experts, providing necessary support to other operations managers and their respective teams. This role will guide the consultants in the development of new products, services, tools, or scopes, and ensure clear assignment of responsibilities before implementation. In addition, they are tasked with developing consultants as points of contact for escalations and subject matter experts for the operations teams, reviewing and identifying developmental needs of team members.

In terms of business development, the Senior Manager plays a crucial role in identifying new opportunities and leading client engagements. This involves regular interaction with client teams and internal staff, managing project inputs, and data analysis to form conclusions and recommendations. The Sr. Manager is responsible for developing and presenting detailed project reports and collaborating with clients on executing recommendations. Supporting business development activities, they also contribute by writing proposals and outlining new projects. The full range of responsibilities are detailed below.

Key responsibilities

• Provide leadership and guidance to a team of consultants, fostering a supportive environment that encourages growth and professional development. Guide consultants as points of contact for escalations and subject matter experts for the operations teams  and identify developmental needs of team members.
• Lead, manage, and deliver multiple concurrent high-visibility, time-sensitive projects. Direct resources effectively to achieve optimal outcomes and support growth-related strategies, activities, and products.
• Analyze Visa and client data to conduct benchmarking, identify performance gaps, and pinpoint improvement opportunities. Drive the collection and analysis of information, guiding consultants in researching potential causes and trends, and selecting the most relevant solution.
• Prepare and present project proposals tailored to client  and stakeholder needs. Oversee project setup and manage projects or processes by coordinating internal resources to achieve objectives.
• Contribute to and manage execution of regional strategy, operational initiatives, special projects, and client-driven continuous improvement plans. Stay updated with industry and client trends, maintain a strong knowledge of Visa products and services, and encourage consultants to do the same.
• Identify and analyze processing issues with client impacts. Consistently communicate situational status and resolution, advise on SLA performance both internally and externally, and develop improvement plans to address chronic client problems.
• Build and maintain strong relationships with Regional, Client Success, Product, and other internal Visa teams. Foster a dynamic interaction between consultants and operations teams, assisting managers in identifying opportunities in case handling and team member performance.
• Collaborate with consultants to lead the documentation of processes, updates, and calibration discussions. Ensure information is accurately recorded and accessible for future reference and continuous improvement initiatives.
• Effectively communicate and report progress to senior leadership. Present projects, consultant findings, and recommendations that could streamline or calibrate processes within the Client Resolution team
• Drive team to optimize workflows, communication, and hand-offs associated with the various products and programs that this team supports.  Ensure that team documentation is created and updated.  
• Champion efforts to improve support tools, providing the business rationale needed to secure funding and prioritization of new and enhanced tools and functionality.

Spearhead innovation, process improvement through AI tools and new generation tools for resource optimization and process efficiency.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs. The position also require adaptability to work schedule to meet the demands of business operation hours and team and stakeholders meeting.

• Optimise sales and long-term profitability, decide on gross margin and profit budgets, as well as drive our ambition of being first choice for home furnishings, including ecommerce.
• Work with the other functions within the Country Commercial Team to develop long-term strategies, engage partners, execute tactical plans, establish clear goals, and translate ideas into realities that are in line with our business plan and commercial priorities.
• Know our global priorities, our range, life at home, and competition to meet the needs of our customers at home.
• Analyse the qualitative performance of our market, and ensure the Service Office Selling team in Philippines leads and supports their matrix in existing and new IKEA stores; with a solid understanding of retail basics, easy buying process, and having a complete customer offer.
• Work with the Store Sales Managers to help them make improvements to their customers’ shopping experience, and working with them to develop their commercial skills.

About the job
Reporting to the Customer Relations Team Leader, this Associate role ensures a positive and joyful shopping experience for all IKEA visitors and customers.

Your Assignment

• You ensure that customers have a memorable shopping experience in the store for a win win situation and for repeat business;
• You handle and resolve customer difficulties, particularly in IKEA products assembly, and also exchange components parts when they are needed, to offer solutions to frequently asked questions;
• You develop strong knowledge of all items to effectively handle enquires of customers positively and quickly, and resolve any issues they raise within level of authorization;
• You will be responsible to escalate higher issues with relevant information to a manager for him to be able to deal effectively with the customers;
• You will ensure the IKEA store is a safe and secure environment at all times for visitors and colleagues;
• You understand the IKEA Concept, global solutions, tools and working methods and ensure that you use the appropriate manuals from Inter IKEA Systems to help optimise our customers’ shopping experience.

About the job

Reporting to the Swedish Food and Bistro Manager, this TEAM LEAD role is responsible for the development of the IKEA business in his/her respective area of responsibility: Swedish Food Markert, Bistro, Cafe and Bites. He/she strives to make people smile while providing irresistible food offers in a welcoming atmosphere that gives the customers a good reason to return again.

You will lead and manage the IKEA Food function in the store to fulfill the following:

• You always look at the store through the eyes of your customers and walk the store regularly. You have a daily dialogue with our customers to get continuous feedback about their experiences and to learn more about their needs and wants and then take action based on their input;
• You have an overview of the store business plan and IKEA Food action plans, and you contribute to your area’s action plan by supporting your manager in implementing it with the team;
• You work with your manager to actively contribute and support relevant marketing and in-store activities;
• You ensure your area is efficiently maintained as well as clean, organized, attractive and inviting to provide a positive customer experience;
• You work actively to create an environment where the IKEA culture is a strong and living reality, and diversity is valued, to ensure IKEA Food is regarded as a great place to work.
• Act in accordance with the IKEA Sustainability Direction, and take actions that contribute to sustainability, such as waste management and investments;

• Assist in managing day-to-day operations of the cafe
• Train employees on drinks preparation and proper use of coffee equipment
• Coordinate with vendors and order supplies, as needed (like takeaway cups, coffee, milk and other ingredients)
• Helps the store manager in maintaining updated records of daily, weekly and monthly revenues and expenses
• Advise staff on the best ways to resolve issues with clients and deliver excellent customer service
• Ensure all cafe areas are clean and tidy
• Nurture friendly relationships with customers to increase loyalty and boost our reputation.

• Manage day-to-day operations of the cafe
• Train employees on drinks preparation and proper use of coffee equipment
• Coordinate with vendors and order supplies, as needed (like takeaway cups, coffee, milk and other ingredients)
• Maintain updated records of daily, weekly and monthly revenues and expenses
• Advise staff on the best ways to resolve issues with clients and deliver excellent customer service
• Ensure all cafe areas are clean and tidy
• Nurture friendly relationships with customers to increase loyalty and boost our reputation.

ABOUT US

We’ve got modern day solutions for all your modern day delivery woes.

In a world that’s constantly on the move, we know how important it is to keep things moving. We’re on a mission to enable everyone, from single merchants to the largest companies, to move goods and e-commerce anywhere in Asia Pacific and beyond.

Logistics should be easy, quick and seamless at great rates. And we believe this standard should be the norm, not the exception as we strive to be the best logistics company in Asia Pacific. Currently, we’ve made our presence felt in Malaysia, Thailand, Indonesia, Philippines, India, Singapore and China. Our deep integration with Airasia’s network and infrastructure puts us in a unique position to achieve what sounds impossible, and we need you to bring this to a reality. 

JOB TARGET

As Cargo Sales Manager, you will be directly and independently responsible for the end to end sales of international air cargo services and products. Reporting to the Head of Sales you will formulate and implement sales strategies in line with the overall country and regional objectives and maximize the airlines market share revenue earnings within the cargo sales market. This includes market segmentation and yield management while ensuring pricing strategies are sufficiently competitive to achieve optimum levels of revenue and traffic with major customers – direct customers, forwarders, brokers, integrators - suppliers, and also other airlines.

• Establishes and sustains robust, long-term relationships with principal clients.
• Serves as the primary point of contact for key accounts, promptly addressing concerns and delivering effective solutions.
• Recognizes opportunities to enhance sales volume within established accounts.
• Perform systematic evaluations of agent performance and generate reports incorporating sales and financial metrics.
• Formulates account strategies aimed at business growth and achieving or surpassing sales objectives.
• Engages in contract negotiations and establishes terms of service with significant clients.
• Maintains high levels of customer satisfaction to foster retention and expansion of key accounts.
• Tracks performance metrics and analyzes data to ensure service standards are upheld.
• Collaborates closely with internal teams to promote a cohesive approach to account management.
• Provides updates on market trends, competitor actions, and developments within the industry.
• Offers insights and feedback to guide strategic planning and the development of products or services.
• Keeps detailed records of account activities, communications, and progress.
• Leverages market intelligence to anticipate and adapt to industry changes.
• Coordinates with operations to guarantee smooth service delivery and an outstanding customer experience.

JOB REQUIREMENTS：

1. Minimum of 5 years of proven experience in a Sales Management capacity within the Air Cargo/logistics sector, coupled with comprehensive knowledge of Air Cargo Sales & Marketing on a national or regional level.
2. Demonstrated success in developing and executing effective marketing and sales initiatives for an Airline Cargo/logistics organization, along with a proven ability to establish new revenue streams.
3. Extensive Cargo/Logistics sales experience, encompassing overall business-to-business sales & marketing expertise.
4. Outstanding communication skills; proficiency in English is an additional asset.
5. Strong analytical and problem-solving abilities, applicable to both short-term tactical and long-term strategic situations.
6. A well-organized and highly professional individual, focused on achieving tangible results.
7. Possesses a strong business acumen and the capacity to exercise sound judgment during negotiations.

About the job

Reporting to the Customer Care Centre Team Leader, this AGENT role is responsible to build and retain a long-lasting relationship with new and existing customers in a multi-channel retail environment by valuing and fulfilling customer needs and expectations, understanding customer motivation and expectations, and ensuring a positive shopping experience that creates trust in the IKEA Brand. Among other tasks, this involves experience in customer handling to ensure the satisfaction of the customers who contact us directly through the contact centre in all media platforms.

Your assignment

• You are passionate about getting a good solution for your customers by identifying the customers’ needs and using your knowledge of the IKEA systems and processes to offer solutions;
• You take ownership for resolving your customer’s individual needs; communicating a realistic timeline for this resolution and keeping them informed as promised;
• You understand the impact of service time responses on the customers’ level of satisfaction and work both individually and with your colleagues to ensure that you match your agreed service levels;
• You have a good knowledge of store operations in order to offer appropriate solutions to the customers, giving advice on add-on sales, thereby encouraging them to buy more;
• You are listening to your customers and anticipating their needs, promoting IKEA products and services in order to improve their home-to-home shopping experience;
• You actively seek feedback and give feedback constructively to your colleagues in order to improve the shopping experience of all customers;
• You will be providing support and assistance to IKEA Philippines customers and ensuring best customer experience with IKEA tone of voice.
• You are available to help and support co-workers in your own department and other areas of the contact centre when your manager needs me to do so;
• You ensure our contact centre is always a safe and secure environment for visitors and co-workers.
• You take a keen interest in the performance of IKEA and keep yourself informed about results and look for more effective ways of working to reduce costs.

This role is part of the AP CCM team, and will be based in Pasay office. The ideal candidate will be self-directed, analytical and a strategic thinker.

• Serve as the key CCM contract owner for the assigned markets in managing and facilitating end-to-end client contract management process which includes reviewing and processing contract requests, contract drafting, managing stakeholders’ approvals, contract issuance, and execution within agreed Service-Level Objectives (SLOs).

• Liaise with various stakeholders including Account Executives, Products, Legal, Finance, Audit etc to ensure that contracts are developed and approved consistently and promptly in accordance with relevant policies and procedures.

• Serve as Subject Matter Expert to onboard new and manage changes to existing contract types, establish contract workflow and reporting process, lead team training and knowledge-sharing efforts to other CCM members, and assimilate it into CCM day-to-day operations.

• Liaise with internal stakeholders e.g. Technology team, Global Sales and Commercial Operations (GS&CO) team, CS Project Management Office (PMO) to discuss, test, and deploy fixes and enhancements tickets for Contract Lifecycle Management (CLM) tool i.e. Apttus/Icertis and Customer Relation Management (CRM) tool i.e. Microsoft Dynamics. This requires profound working knowledge of both tools and CCM day-to-day operations to be able to identify issues and enhancement opportunities, and liaise with relevant stakeholders to assess potential upstream or downstream impact in our workflow. Strong project management and critical thinking skill is needed to work with multiple stakeholders including other regions’ CCM colleagues in prioritizing tickets to meet timeline, and apprise CCM Management of potential delays.     

• Manage post-contract administration activities including and not limited to distribution of contract information to all necessary stakeholders, handling of hardcopies, contracts filing, database management, audit enquiries, and other post-execution activities independently with limited supervision.

• Maintain accurate and timely records and documents associated with all contracts for management reporting, capacity planning, as well as for audit purpose.

• Identify and implement process improvements for assigned markets and / or contract types, and provide value-add services to our stakeholders and business partners.

• Proactively participate in special assignments and providing ad-hoc support and reporting as required, including but not limited to supporting other regions’ colleagues as needed.

• This is an individual contributor role with a potential to grow into a people manager role when the need arises.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Team Summary

AP Ethics and Compliance team serves as a partner to the business, providing pragmatic, solutions-oriented advice to ensure that Visa has effective, risk-based business decision making, and performing review of key processes to ensure that the activities meet requirements of company policies, international standards and the obligations of regulations and laws of the United States and of those countries in which we operate.  

What an Ethics and Compliance Senior Manager does at Visa:

As a global payments network, Visa maintains relevant Ethics and Compliance Program designed to manage legal, regulatory, and ethical risks across our businesses. These activities include the following areas:

• Code of Business Conduct and Ethics

• Prevention of Sexual Harassment and Discrimination (PSHD)

• Conflict of Interest (COI)

• Anti-Bribery and Corruption (ABC)

• Anti-Money Laundering (AML), Anti-Terrorist Financing (ATF), Sanctions, and Customer Due Diligence (CDD), and

• Other specific legal and compliance requirements

Based in Pasay, the Philippines, this position is responsible for the oversight, execution and monitoring of ongoing implementation of the Ethics and Compliance Program in the Philippines and across the Southeast Asia (SEA) region. This position will report to the Regional Ethics and Compliance Officer for SEA.

The core responsibilities for this role include:

• Implement and maintain a robust Prevention of Sexual Harassment Standard designed to comply with the Philippines’ legal requirements. Provide effective advisory and oversight on related PSHD compliance processes in the Philippines

• Lead Ethics and Compliance program agenda in collaboration with Site Leaders and Country Manager of the Philippines in maintaining a culture of high ethical standards and integrity

• Execute effective compliance due diligence activities under Visa’s global programs including AML, ATF, Sanctions as well as ABC, COI, PSHD and other compliance policies and procedures for the Philippines businesses and SEA based staff and clients. 

• Continually identify opportunities for efficiencies while ensuring sufficient controls are in place, partner with the business to drive process and control improvements

• Handle queries and provide subject matter advice on various Visa Compliance Programs from both internal and external stakeholders

• Work closely with Legal and Government Engagement to maintain an understanding of the legal and regulatory landscape including the support and maintenance of the legal and regulatory obligations inventory as it applies to Visa

• Support internal audits and regulatory requests, ensure satisfactory resolution of any audit findings and recommendations.

Projects you will be involved in include (but are not limited to):

As part of the team, you will get opportunity to work on strategically important projects for clients and Visa.

• Work with business and Product owners to ensure timely review, assess and manage Compliance risks for new products, business initiatives and value-added services offered to clients

• Perform AML and Sanctions due diligence and review of new products, participate in client meetings and conduct onsite review

• Deliver Compliance training and workshop sessions to staff across the region and participate in client meetings across the region

• Partner with Risk team for risk assessment exercises to ensure Compliance risks are addressed and collaborate with Legal team to address the regulatory requirements in the region

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

• Develop the market search and social media strategy and framework with clearly defined objectives, contribute to and implement the strategic plan, evaluate the progress and make any necessary adjustments if needed.
• Plan and implement the social content calendar and search strategies by working closely with the Marketing team, Sales, Web/e-commerce teams to achieve business and commercial goals, drive web and store visits, increase home furnishing interest and elevate awareness / personality of the IKEA brand.
• Ensure optimal reach, engagement and frequency (spends) across social platforms, outreach to bloggers and influencers.
• Plan and implement the development of search engine optimisation for the country.
• Stay on top of trending topics while finding IKEA’s voice and foothold in each scenario, social media reactions, comments and queries are to be monitored while working with CCC for needed actions to be taken and responses are given in an acceptable time frame – especially when there is a crisis.
• With the support of media agency, measure, report and follow up on the results of all search and social media activities, then make recommendations and implement actions to improve results.
• Ensure that all executions are aligned with IKEA Brand Values and the IKEA Brand copy identity guidelines to secure that the results are consistent, relevant, engaging and unique with IKEA’s tone of voice and executions that has great twinkle in the eye.
• Contribute to the budget planning process and take responsibility in all administrative matters relating to budgeting, monthly reconciliation with Finance teams, and re-forecasting assignments
• Secure proper and effective tools and knowledge are set, e.g. for media tracking, social media accounts and content publishing, photoshop/in-design, etc.
• Provide online user insights and analytics to support country marketing and its local relevance in their development of marketing plans and strategies.
• Secure purchasing in your function is made according to the principles defined in the Procurement Policy: Operational participation in procurement projects. Compliance of sourcing requirements, IWAY Working Method and signed agreements.
• Support in any other ad-hoc tasks and projects assigned.

What we expect of you, day to day.

• Coordinate the recovery of incidents by assembling a recovery team and/or collaborating with relevant SMEs and technical resources

• Personal adherence and adoption evangelism of the Incident Management Process

• Assist with process development/refinement initiatives, socialize and train colleagues (on the process) and fulfil any related internal audit obligations

• Be the co-custodian of all incident related data. Ensure data is accurately recorded to aid in the recovery efforts and for the purposes of historical analysis/MI

• Assist in developing and maintaining incident playbooks for common or anticipated incident scenarios

• Respond to reported incidents from various channels (voice, email, ITSM/alerting toolsets)

• Ensuring the impact of a given incident is fully understood as swiftly as possible and that cases are prioritized/categorized correctly and assigned to the appropriate group(s) for resolution

• Manage all (P1-P4) incidents throughout their Lifecyle and ensue they are progressed/recovered in line with any applicable SLA/OLA

• Create internal / external Incident Reports for all P1 Major Incidents

• Issue internal / external Incident communications

• Ensure Incidents are escalated into the Crisis Management function/team inline with the documented process

• Work with VOCC & POCC teams to enhance our monitoring capabilities and our triage processes with the aim of eliminating or mitigating the impact of future incident

• Assist with creating and distributing an Incident Management Performance Dashboard/Report (volume, cause, method of identification, recovery time, impact, etc.)

• Work within and contribute to the CSI (Continuous Service Improvement) framework to improve the service and/or client experience and streamline the delivery of support services

• Work closely with the problem management function to ensure our Problem resolution efforts are prioritized appropriately

• Deliver on other Incident Management related tasks and actions as stipulated by the Senior Incident Manager and the Head of Service Management

• Perform all tasks and activities in accordance with Visa Payments Limited’s policies, procedures, and contractual commitments

• To join the 24/7 on call Major incident team on a rota basis (on completion of probation and relevant training)

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

What will a normal day look like? 

Representing our client, you will act as the single point of contact for customers service, sales and support needs – taking every opportunity to delight and act with an ownership mentality through to end resolution. 

As a Customer Champion Consultant, you will handle a variety of interactions with customers including: 

• Sales Offers – Proactively offering sales campaigns and products during customer interactions 

• Service queries – listen to, understand, empathise, give guidance and solve it right, first time 

• New sale or service orders - ensure the new sales and service orders are accurate, the Customer expectation is aligned, the service is activated/changed at the agreed time and the customer’s bill is accurate and understood 

• Utility Support teams – Case manage all escalations which come through on a day-to-day basis and ensure they are solved to the satisfaction of all parties and within expected SLA 

It is all about world class service through every touchpoint. An eye on time management and agile ways of working is a must – moving to where the customers’ needs are within any given moment.  

This role will be 100% on site with a schedule that operates 24/7. 

Why work with TSA? 

• Attractive Salary Package of 27K + monthly incentives + HMO coverage with free dependent + Life Insurance Coverage 

• Options post training completion to work a 9-day fortnight 

• Our #TSAWays are what we are all about. Think of them as the vibe! 

• Join a company that promotes from within – work your way up and across the business 

• Comprehensive training, with ongoing coaching and development 

• A vibrant and rewarding recognition program - We love to celebrate our people!  

• We are proud of our fun, friendly and supportive team environment 

Your assignment

• You handle the daily operation of Småland, the children playground such as registering kids for the playground admission, taking care of the children and ensure their safety during their stay in the playground.
• You ensure good teamwork in the operation of the playroom during the day, which includes toilet needs and taking care of individual children, ensuring that there is a good balance among children per play activity.
• You check and maintain the safety and cleanliness of the playroom according to stated guidelines and checklists together with the cleaners and technical staff.
• You assist to handle emergency cases happening in Småland, such as accidents, incidents or sudden sickness. 
• You ensure safety and evacuation procedures are carried out, such as handling missing children and evacuation in case of fire or emergency announcement.
• You assist to make announcement through the internal paging system when necessary.
• You communicate to the manager on issues, concerns, and incidences with regard to safety and security of the children and ensures the IKEA store is a safe and secure environment at all times for visitors and co-workers.
• You submit a daily Småland report (number of children and results in case of accident) and record information accurately so that the resulting analysis can be used to improve customers’ future shopping experiences.
• You check the availability of toys and videos, ensure these are fully functional and organize the store toys and materials to ensure order in activity areas.
• You assume responsibility for other tasks and projects as they occur

About the job

Reporting to the Customer Care Centre Team Leader, this AGENT role is responsible to build and retain a long-lasting relationship with new and existing customers in a multi-channel retail environment by valuing and fulfilling customer needs and expectations, understanding customer motivation and expectations, and ensuring a positive shopping experience that creates trust in the IKEA Brand. Among other tasks, this involves experience in customer handling to ensure the satisfaction of the customers who contact us directly through the contact centre in all media platforms.

Your assignment

• You are passionate about getting a good solution for your customers by identifying the customers’ needs and using your knowledge of the IKEA systems and processes to offer solutions.
• You take ownership for resolving your customer’s individual needs; communicating a realistic timeline for this resolution and keeping them informed as promised.
• You understand the impact of service time responses on the customers’ level of satisfaction and work both individually and with your colleagues to ensure that you match your agreed service levels.
• You have a good knowledge of store operations to offer appropriate solutions to the customers, giving advice on add-on sales, thereby encouraging them to buy more.
• You are listening to your customers and anticipating their needs, promoting IKEA products and services to improve their home-to-home shopping experience.
• You actively seek feedback and give feedback constructively to your colleagues in order to improve the shopping experience of all customers.
• You will be providing support and assistance to Singapore customers and ensuring best customer experience with IKEA tone of voice.
• You are available to help and support co-workers in your own department and other areas of the contact centre when your manager needs me to do so.
• You ensure our contact centre is always a safe and secure environment for visitors and co-workers.
• You take a keen interest in the performance of IKEA and keep yourself informed about results and look for more effective ways of working to reduce costs.
• You are passionate about getting a good solution for your customers by identifying their needs and using your knowledge of the IKEA systems and processes to offer solutions. This allows your customers to make informed choices which leads to sales growth and profitability.
• You have ownership for resolving your customer’s individual concerns; communicating a realistic timeline for the resolution of such concerns and keeping them informed as promised.
• You are empathetic and understand when your customers are angry and upset by their shopping experience. You remain calm and helpful, offering solutions to ensure they are satisfied with the overall service level and be able to maintain our relationship with them.
• You encourage customers to give feedback which you use to improve your services to them and share with your manager to improve how the centre operates.

What will a normal day look like? 

Representing our client, you will act as the single point of contact for customers service, sales and support needs – taking every opportunity to delight and act with an ownership mentality through to end resolution. 

As a Customer Champion Consultant, you will handle a variety of interactions with customers including: 

• Service queries – listen to, understand, empathise, give guidance and solve it right, first time 

• Technical issues - diagnose the issue, resolve the issue in a timely manner and actively engage the appropriate utility support teams to help 

• New sale or service orders - ensure the new sales and service orders are accurate, the Customer expectation is aligned, the service is activated/changed at the agreed time and the customer’s bill is accurate and understood 

• Sales Offers – Proactively offering sales campaigns and products during customer interactions 

• Utility Support teams – Case manage all escalations which come through on a day-to-day basis and ensure they are solved to the satisfaction of all parties and within expected SLA 

It is all about world class service through every touchpoint. An eye on time management and agile ways of working is a must – moving to where the customers’ needs are within any given moment.  

This role will be 100% on site with a schedule that operates 24/7. 

Why work with TSA? 

• Attractive Salary Package of 27K + monthly incentives + HMO coverage with free dependent + Life Insurance Coverage 

• Options post training completion to work a 9-day fortnight 

• Our #TSAWays are what we are all about. Think of them as the vibe! 

• Join a company that promotes from within – work your way up and across the business 

• Comprehensive training, with ongoing coaching and development 

• A vibrant and rewarding recognition program - We love to celebrate our people!  

• We are proud of our fun, friendly and supportive team environment 

The Assistant Sales Manager position is responsible for revenue generation from new and existing customers within event portfolio in Informa Markets Philippines. This role will manage Sales to different tier customers depending on the market and brand context.  This team is critical to the business, as the key to our success is retention, growth and cultivating new business.

The Sales role will involve a combination of internal and external sales activity, meeting customers face to face and attending competitor events. He/ She will sell to valued existing customers, generate new business, and performance will be evaluated based on achieving revenue and new business targets.

The Sales will be expected to develop their awareness of the brand industry, building greater insight over time. Maintaining and strengthening the relationship throughout the year is an important focus, to develop an understanding of the customers’ needs and expectations from their attendance at the event. He/ She will understand the customers’ needs and articulate a compelling value proposition as part of the sale. They will have a significant role in supporting re-booking of customers at an Event, while also providing support as a guest re-booker for other brands.

Job Responsibilities:

• Meet or exceed revenue target for assigned accounts through sales (digital, booth, sponsorship/ advertisement, and fully integrated packages)
• Sell to existing/ lapsed customer accounts with engaging conversations and compelling proposals while guiding them through buying process
• Prospect and close new business opportunities inside and outside of existing client base through cold calling and follow-up calling
• Leverage understanding of customer buying trends to help develop Sales plans and approaches
• Execute on assigned Sales campaigns, against accounts, products, and revenue targets, in line with sales plan
• Support the on-site re-booking of existing customer accounts, in line with at event account allocation and sales targets
• Maintain accurate pipeline, sales activity, and customer information within Salesforce (CRM system)
• Distribute customer insight and marketing information to marketing team
• Manage the handing over of sale information and customer requirements (via Salesforce) to the event Operations and Brand teams

Team Summary

The North America Digital Implementations team provides content services and implementations support to the overall NA Implementations group for products and services such as DPS Mobile, Visa Campaign Solutions, Visa In-app Provisioning for SDK & API, and other digital initiatives and offerings.

Key Responsibilities

• Lead the strategy and operations for the Content Services and Implementations Support processes of NA Digital Implementations.
• Cultivate relationship with other Visa teams such as Product, Technology and Client Readiness and work effectively with them to bring a holistic solution to our clients’ needs.
• Develop and implement business strategies and plans for the team in alignment to the project objectives and business goals.
• Partner closely with the team members to develop and enhance business processes.
• Manage/balance team schedule and capacity to support Implementations.
• Lead, coach, and develop each team member and provide them with guidance and feedback.
• Collaborate and coordinate with other implementers and key stakeholders to ensure alignment and integration of all related project activities.
• Prepare and maintain project tracking and team status reports.
• Assume appropriate decision-making authorities to ensure flawless execution of project and team objectives.
• Serve as the overflow for VCS campaign build/Ops projects.
• Provide flexibility for management coverage of a team that works on different time zones.
• Embody the Visa Leadership Principles.

Essential Skills

• People Management
• Project Management
• Technical Aptitude
• Strong Analytical skills
• Strategic thinking
• Strong decision-making skills
• Excellent communication skills
• Conflict Management

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

TSA's Senior Project Manager will lead all manner of projects (strategic, operational, technical etc.) and change initiatives, overarching people, process, and technology. 

The Senior Project Manager will be responsible for the effective and efficient delivery of projects, following TSA's Project Management Framework and will also deliver improvements in how we operate.

• Manage successful delivery of projects. Facilitate effective scoping.
• Coordinate activities, timelines, and dependencies ensuring timely delivery with quality.
• Manage issues and risks.
• Provide visibility of project status. • Serve teams by ensuring members are enabled, empowered, and unblocked.
• Structure knowledge, artefacts, outcomes, project data and communication effectively and efficiently.
• Ensure focused and prioritised delivery of strategic projects.
• Identify business improvement opportunities.
• Improve the efficiency and effectiveness of key business processes.
• Influence, provide input to, and help maintain, the EPMO's project management methodology.
• Promote the EPMO's project management methods and practices.
• Offer and deliver training, guidance, and consultancy on the EPMO's project management methods and practices as required.
• Be a respected leader.
• Continuously improve how projects are delivered.
• Implement positive change and be a role model for improved ways of working. Identify, nurture, and grow talent.
• Foster effective collaboration across teams. Embed long-lasting and effective change and transition.
• Support engagement on the change journey and high adoption post- delivery/implementation.
• Celebrate and share success.
• Encourage, motivate, and inspire others.
• Collaborate to generate new ideas and suggestions to improve team culture and promote inclusiveness.
• Create solution-orientated teams.

The Manager role of Global Client Resolution team is responsible for providing leadership, oversight, and direction to   staff, ensuring that team members have the information, tools, and resources needed to deliver exceptional results to internal and external customers. The role requires a keen insight into support trends which includes emails, chat and calls with all its best practices, and reach for deep collaboration and partnership with business leadership across Client Services, Sales, Product, and other organizations within Visa. 

Key responsibilities include:

• Oversee team consisting of analyst and associates that will primarily work on chats and calls and emails providing ongoing guidance and direction to support the dynamic and evolving nature of Visa’s products and services. 
• Provide regular coaching and feedback to team members in order to optimize performance and engagement.  Act as mentor and coach to support and strengthen their development and provide guidance to help support short and long-term employee career goals.
• Collaborate with global peers to identify and document hand-offs and support needs associated with Global Client Resolution processes.   
• Meet regularly with regional peers and other key stakeholders to obtain visibility into support trends, initiatives, operational issues, or other activities that may affect the business unit.  Assess and plan for future staffing needs to ensure that adequate resources are in place to meet demand. 
• Foster deep partnerships with CS, Sales, and Product peers.  Loop into the Annual Operational Planning process for prioritization of funding and resources, proving detailed business rationale and ROI to ensure that staff additions and tool enhancements receive proper prioritization and funding. 
• Drive team to optimize workflows, communication, and hand-offs associated with the various products and programs that this team supports.  Ensure that team documentation is created and updated.  
• Champion efforts to improve support tools, providing the business rationale needed to secure funding and prioritization of new and enhanced tools and functionality.
• Ensure that internal and Client-facing documentation is maintained and updated as systems or applications change, or as new initiatives or support needs are introduced.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.