ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Customer Service Representative to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

Monthly Salary: PHP 21,000

• At least 6 months Healthcare experience related to any Health Programs
• Good communication skills (Oral and Written)
• Must be Detail Oriented
• Ability to multitask (taking in calls and responding to email)
• organized and keen attention to details
• Must know how to use MS Word, Excel, Outlook (Required)
• willing to work ONSITE in Buendia, Makati

What can we offer you?

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all inclusive environment where everyone thrives

Employment Status: Contract - 4 months **with high possibility of converting to probationary, depending on client's needs**

Working hours: US Eastern (8 PM to 5 AM MNL)

Work set-up: 100% WFH/Hybrid

WHAT IS YOUR ROLE:

As a Customer Support Engineer Lead, you will ensure our Customers are happy and successful by providing and leading a best-in-class support experience. You will be the leader of a Level 2 Customer Support Engineering team, responsible for resolving escalated customer inquiries and incidents for the SaaS platform. Customer Support Engineers communicate directly with customers to help resolve their requests, triage, troubleshoot and resolve platform incidents, and participate in an On-Call Rotation to ensure 24/7 support coverage. You will collaborate with Professional Services, Customer Success, Product, and Engineering to ensure timely and high-quality resolution of customer requests and incidents. Your impact will be felt throughout the company, and visible both internally and externally.  As a critical team in a growing startup, you will also help the team continuously improve tools and processes to support our growing customer base.

WHAT WILL YOU DO:

• Provide guidance and leadership to the customer support engineering team, ensuring efficient operations and a high level of customer satisfaction.
• Train, mentor, and coach team members to enhance their technical and customer service skills.
• Drive high customer satisfaction by understanding, troubleshooting and resolving customer requests and incidents
• Monitor, triage and resolve technical incidents and escalations that arise in the omnichannel support queue, meeting required SLAs
• Use existing troubleshooting guides (TSGs) and standard operating procedures (SOPs) to establish root cause for queries and provide a customer-facing root cause assessment
• Provide how-to’s, best practices, and consultative suggestions to support customers in enabling value-add use cases
• Participate in on call rotation, ensuring 24/7 coverage for escalated incidents
• Balance multiple tasks with varying priorities and urgencies
• Monitor and ensure the health of the SaaS platform
• Collaborate with Product, Engineering, Customer Success, Professional Services, and Level 1 Support to ensure quick resolution to customer challenges
• Develop an understanding of the CXHub, including how the CXHub drives value for customers, and how it fits in the customer CX/martech stacks

• Bachelor's degree or higher in Computer Science or related field
• 3-5 years of experience leading a support engineering team
• +5 years experience in customer support engineering
• 3-5 years of experience in SQL, python or similar programming languages, command line operations in a Linux environment
• 3-5 years of experience and exposure to APIs (REST, SOAP)
• Enthusiasm for working with customers through various channels to help drive customer satisfaction
• Strong problem-solving and analytical skills
• Clear communication and great collaboration skills
• Strong knowledge of algorithms, data structures, design patterns, networking and operating systems.
• Knowledge of the Software Development Life Cycle
• Understanding of Monitoring & Alerting tools (Datadog, Pagerduty, Alert Manager, etc)

• SSS
• Pag-ibig
• Philhealth
• HMO on day one
• 13th month pay
• Paid incentive leaves
• Personal time-offs (PTOs)
• Sick leave

To create an outstanding experience for every customer, resolving inquiries and issues in real-time.

• The Tax Intern will work closely with the team and will be responsible for assisting with the preparation of tax returns, researching tax issues, and maintaining tax records.
• Organize and prepare workpapers to support the tax packages.

• Can work independently in a team environment.

The Technology Support team is the first point of contact for all Incidents and Service Requests, through tickets, phone, or onsite support. As a member of the Support team, you will participate in both Customer Service and Support for employees of the brands we provide shared services. You will also participate in local project work across infrastructure and business applications.  

You will be someone who thrives on delivering excellent service and support to end-users. While at the same time, be able to keep an overview of the brand technology. 

As a member of the Support team, you will work from the Makati office 5 days a week and be part of a rotating weekend roster. 

This role will suit a complex problem solver and you will enjoy taking accountability and responsibility for efficiently closing technical issues. 

You will be part of an international team, gain many opportunities to upskill and find your niche in an environment that encompasses all aspects of Technology; 3rd party applications, systems, databases, software development, and cloud technologies. 

In this role you will be responsible for:

• The Onsite IT service and support in the Makati office, 5 days a week 
• Resolve tickets (incidents and service requests) across Australia and the Philippines within agreed upon SLA times 
• Communicate reoccurring issues to impacted employees, in cooperation with the team and management 
• Employee onboarding and offboarding tasks, including user administration and orientation 
• IT Asset management including procurement, deployment, delivery, repair and inventory 
• Office AV configuration and maintenance, including meeting rooms, printers 
• Communicating new services and features to users 
• Perform other tasks assigned by Management 
• Weekend Support and On-call support when needed 

The primary responsibility is troubleshooting problems with software for IT end users, you are the first-level contact for customers and you’ll give them step-by-step instructions to help solve their problems using various diagnostic tests.

•       Responding to customers by email, DM or ticketing system to help solve their issues Performing diagnostic tests to help resolve problems

•       Tracking, routing and redirecting information about issues to the proper resources

•       Creating and updating documentation so the rest of the team can use it Following up with customers to make sure their issues are resolved and providing feedback

As a Customer Experience Specialist, you’ll represent the account and interact with customers through inbound calls, emails, or live chat and ensure their account, product or service-related inquiries and concerns are addressed in a timely and efficient manner. You use empathy, patience, and passion, coupled with product knowledge to effectively resolve the customers’ needs. Your day will look like:

• Interacting with customers via live chat or email responding to various financial inquiries, concerns, or requests related to direct deposits, withdrawals, money transfer, disputes, funding or setting up an account, and discussing or promoting Account’s banking products and services.
• Explain, advise on and promote
• Current’s bank products and services to customers. ·       
• Reviewing and analyzing relevant transactions history and relating the information to the customer in a way that reconciles to their present account balance.        
• Correctly refer customer to other support team for any account-specific request or concern such as but not limited to:
  • Refund of monthly recurring charge                
  • Erors when cancelling an account
  • Phone number change
  • Waiving of fee
  • Expediting card request
  • Removal of funding sourceo   
  • Bank statement request
  • Account’s name correction
  • Downgrade or Re-activation request 
  • Instant deposit request
  • Unsuccessful transaction due to flagged, suspended, or under watchlist account.
  • App issue   
  • Transaction disputes
• Ensuring compliance with all internal controls and established policies and procedures.
• Developing deep technical knowledge and know-how on standard banking operations and procedures in the US and comply with various control and account protection measures.
• Following throughs and ensuring 100% fulfillment of commitment to customer.
• Handling customer and client interaction with due skill, care and professionalism.​·        
• Demonstrating strong verbal and written communication skills.
• Promoting and demonstrating Acquire’s values internally and externally.

Join the A-Team and experience the A-Life!

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced CUSTOMER SERVICE REPRESENTATIVE to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

• At least 6 months of experience as a BPO CSR
• Detailed oriented and organized
• Excellent communication and interpersonal skills.
• Ability to prioritize and multitask in a fast-paced environment.
• Strong problem-solving skills and ability to work independently and as part of a team.

What can we offer you?

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all inclusive environment where everyone thrives

• Escape the ordinary and start your career journey with us.
• Are you looking to advance your career?
• Embark on a fulfilling and engaging career with BSA Solutions Inc.

This is a full-time, permanent, day-shift, office-based in Cebu City.

About BSA Solutions
We are a talent outsourcing company with offices in the Philippines and Malaysia. We guide, inspire and empower young talents to be the heroes that drive business growth. We are more than just a workplace. We are a family. We create a work environment that's satisfying, one where you'll look forward to coming to everyday. A place where the best and brightest minds meet to build a community of successful companies.

About the Role

We are looking for an associate to take on a Customer Service Representative role for our client, an established landscaping company in Melbourne, Australia. Your primary role will be taking bookings from clients and scheduling the landscapers to meet the clients and deliver the right service.

What is expected of you:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times;
• Responding promptly to customer inquiries and acknowledging and resolving customer complaints;
• Communicating with customers through various channels – mobile chat, email and voice;
• Understanding the services and terms offered to answer questions accurately;
• Managing records of clients and landscapers interactions, transactions, comments, and complaints;
• Communicating and coordinating with colleagues in Australia; and
• Providing feedback on the efficiency of the customer service process.

• Experience in customer service for at least 2 years;
• Excellent English speaking skills and highly organised;
• Experience in working for an Australian companies is preferred but not essential;
• Excellent data entry and data management skills;
• Proficient in using Microsoft Office - Word and Excel;
• Have experience in CRM system, Service M8 or similar appointment scheduling software.

BSA Solutions, Inc. offers:

• Clear career progression and leadership opportunities based on merits;
• Amazing, close-knit, and collaborative team;
• comprehensive financial rewards and benefits that exceed market standards and the requirements of the Philippines Labor Law;
• comprehensive HMO benefits package for you and one dependent from the start date, including medical coverage with a private room, life, accident, and disability insurance, maternity benefit, and outpatient prescription medicine;
• regular progress checks and continuous coaching and mentoring to help you map out your development plan;
• broad selection of exciting and engaging social events to embrace as a vibrant BSA community;
• psychologically safe environment for you to develop your skills and talent consistent with BSA values; and
• frequent webcasts and discussion forums by senior leaders to obtain feedback and ideas, and genuinely interested in hearing what you have to say.

We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, color, religion, origin, or any other characteristics protected by applicable law.

Hi! We’re Smartsourcing, looking for an Airline Customer Advocate who can work with us full-time and on-site!

Where?

Be a part of the Smartsourcing crew

GreenCari LLC. is a leading company specializing in customer support services for various online platforms, including online casinos. We are committed to providing exceptional customer experiences and ensuring the highest level of satisfaction for our clients and their users.

As the Customer Service Team Leader for our Online Casino Account, you will play a pivotal role in managing and optimizing the customer support operations for one of our key clients in the online gaming industry. The ideal candidate will possess strong leadership skills, a deep understanding of online casino operations, and a passion for delivering outstanding customer service.

Key Duties and Responsibilities:

Team Leadership:

• Lead and motivate a team of customer service representatives to achieve performance targets and deliver exceptional service to online casino users.
• Conduct regular team meetings, performance reviews, and training sessions to enhance the team's skills and knowledge.

Subject Matter Expertise:

• Develop and maintain a thorough understanding of the online casino industry, including game mechanics, regulations, and customer trends.
• Serve as the go-to person for the team regarding account-specific queries and challenges.

Quality Assurance:

• Implement and monitor quality assurance processes to ensure that customer interactions meet or exceed established standards.
• Provide constructive feedback and coaching to team members to drive continuous improvement.

Issue Resolution:

• Handle escalated customer concerns and complex issues, ensuring timely and satisfactory resolution.
• Collaborate with other departments to address systemic problems and enhance overall customer satisfaction.

Performance Metrics:

• Track and analyze key performance indicators (KPIs) related to customer satisfaction, response times, and issue resolution.
• Develop action plans to address areas of improvement and drive performance excellence.

Training and Development:

• Identify training needs within the team and coordinate relevant training programs to enhance skills and knowledge.
• Stay updated on industry trends and communicate changes effectively to the team.

Communication:

• Foster open communication channels between team members and other departments.
• Collaborate with the Operations Manager, as well as the Head of Customer Experience to implement strategies for account growth and customer satisfaction.

Qualifications:

• Bachelor's degree or equivalent experience in a related field.
• Proven experience in a leadership role within a customer service environment, preferably in the online gaming or casino industry.
• Strong knowledge of online casino operations, games, and customer behavior.
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated ability to be a proactive go-getter, taking initiative to address challenges and seize opportunities for improvement.
• A track record of going the extra mile to exceed customer expectations and achieve performance goals.
• Ability to thrive in a fast-paced and dynamic work environment.
• Strong organizational and time-management skills, with the ability to prioritize tasks effectively.
• Innovative mindset with a willingness to explore new strategies and approaches to enhance customer satisfaction.
• A commitment to continuous learning and self-improvement, staying updated on industry trends and best practices.

GreenCari LLC. is an equal-opportunity employer. We encourage candidates from all backgrounds to apply.