Total 125 tech support job vacancies in mandaluyong city philippines

THIS ROLE IS ONLY APPLICABLE FOR CANDIDATES PERMANENTLY RESIDING IN THE PHILIPPINES

Shift assignment: Night Shift

The Application Support Analyst is responsible to operational support and management of various business applications across the enterprise.

This role will be responsible for monitoring, troubleshooting, upgrading and implementing carious software application for a thriving reinsurance company. This position will work in concert with IT team to ensure all applications are operating and running properly and serving the need of the business.

• Monitoring SDW Daily jobs (including weekend)
• Communicate to business users on any delays in daily jobs
• In case of failures review job logs and fix them and re-run the jobs
• Daily reconciliation of Warehouse data post loads to source systems

THIS ROLE IS ONLY APPLICABLE FOR CANDIDATES PERMANENTLY RESIDING IN THE PHILIPPINES

Shift assignment: Night Shift

The Application Support Analyst is responsible to operational support and management of various business applications across the enterprise.

This role will be responsible for monitoring, troubleshooting, upgrading and implementing carious software application for a thriving reinsurance company. This position will work in concert with IT team to ensure all applications are operating and running properly and serving the need of the business.

• Monitoring SDW Daily jobs (including weekend)
• Communicate to business users on any delays in daily jobs
• In case of failures review job logs and fix them and re-run the jobs
• Daily reconciliation of Warehouse data post loads to source systems

Managers in this role get to:

Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.

Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.

Influence the lives of others: Develop, train, and manage team members.

Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.

Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions.

Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports, analysis, and/or keen observations.

Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.

Keep leaders informed: Relay important information in the form of timely and accurate reports. 

Salary: P35,000 to P40,000 (Monthly Package)

Schedule: Monday – Friday (8:00 AM - 5:00 PM AEST)

What are we looking for?

Skills Required:

• A minimum of 2 years of experience in a customer-facing role, preferably in customer support, service, or help desk, and ideally within the financial industry.
• Prior experience in lending, particularly in a consumer-facing or phone-based capacity, with a preference for Australian mortgage lending.
• An exceptional communicator with outstanding customer service skills, strong interpersonal abilities, and excellent organizational skills. Proactive and solution-oriented mindset.

What will you do?

Inbound / Outbound Calls

• Ensures timely response to inbound calls.
• Efficiently resolves inquiries by addressing the root cause to meet customer needs.
• Initiates outbound calls as needed to address customer concerns.
• Adopts a "First Time Right" approach to resolve inquiries promptly whenever feasible.

Help Desk Ticket Management

• Supervise and oversee email and live chat communications.
• Handle a queue of support tickets with conflicting priorities.
• Investigate, address, or prioritize tickets using outbound calls, emails, or chats.
• Elevate tickets to the appropriate internal team or third-party partner with all relevant details when necessary.
• Keep customers informed about ongoing issues in a consistent and timely manner following SLAs.

Join the awesome team and enjoy these benefits & perks:

• Hybrid (once a month on-site)
• Competitive salary package and annual performance review.
• Bi-Annual Vacation Leave credit/ allotment
• Convertible to cash of unused sick leave
• On-Top Leave Credits (Birthday, Emergency and Bereavement Leave)
• HMO Coverage (Medical, Dental and Group Life insurance).
• Mandatory Government Benefits and 13th Month Pay.
• Financial Assistance program through one of the leading FinTech Company in Philippines.
• We’ve just launched a new referral bonus program where you can earn PHP 21,000 for every successful referral you make. It's a great opportunity to help friends find awesome job opportunities while earning a nice bonus for yourself.
• Regular Company Events, Work Life Balance.
• Complimentary Sleeping Quarters, Coffee at no cost.         
• Complimentary Office Fitness and Wellness Facilities at no cost.                        
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Our client is the largest and most progressive aggregator group across Australia and New Zealand supporting a community of over 6,000 brokers and advisers. Helping over 300,000 customers settle over $130 billion worth of loans in 2022 and reaching a collective loan book of $350 billion.

#ConnectOS #TeamConnectOS

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.

What a Technical Solutions Analyst does at Visa:

Commercial and Money Movement Solutions (CMS) Client Services team provides industry-leading implementation and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. As part of the Technical Solutions team, the role provides technical support to financial institutions who utilize CMS product suite to provide Value Added Services and transactional processing services to their corporate clients.

 In this role, you are expected to:

•               Provide high value customer service support to clients, ensuring customer expectations are exceeded, and be the voice of the client

•               Participate in cross functional customer service delivery initiatives across clients and Visa internal teams

•               Coordinate internal resources to accomplish client’s and Visa’s objectives

•               Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa

•               Proactively notify clients regarding any widespread or business critical problems with CMS product suite.

•               Build and enhance positive working relationships with key clients and internal stakeholders

•               Engage Technology Operations and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues

•               Educate and train clients on best practices for CMS product suite

•               Represent Client Services from the operational perspective in the execution of difficult and mildly complex customer change requests, system or new operational requirements.

•               Negotiate and manage expectations of clients and internal stake holders

•               Develop and manage operational initiatives, special projects and client-driven continuous improvement plan

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.

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.

The Senior Customer Support Coordinator will be responsible for maintaining good relations with our clients. This position will report directly to the Customer Support Supervisor.

Key Responsibilities include:

• Communicating efficiently with clients: providing quotations, processing orders, and responding to messages;
• Handling some sensitive issues, such as when a client needs a polite reminder to pay an overdue invoice;
• Helping our clients to use our online platform and encourage them to try out its many useful functions;
• Build and maintain strong relationships with stakeholders across diverse cultural backgrounds, ensuring their needs are identified and fully met;
• Support the Finance team in timely invoicing and payment collection, meeting Days Sales Outstanding (DSO) targets;
• Engage in day-to-day communication with key contacts from both internal and external clients, ensuring follow-up on activities and resolutions to open issues;
• Actively contribute in team meetings in different time zones, providing input to resolve challenges and enhance overall service quality; and
• Apply data analytics to evaluate service quality metrics, analyze performance trends, and make data-driven decisions to improve service delivery.

Position Description

The Client Care Support Associate will be part of our Client Services team within the Global Contact Center organization and will be responsible for supporting financial institutions and partners with our Visa Direct Products. As a Client Care Support Associate you will be working with external clients and banks along with internal Technical Solutions, Compliance, Treasury, Product and Technical teams regarding issue management and support for Visa Commercial Solutions and Visa Direct Products/Services.

Specific Responsibilities will include

• Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)

• Investigate and research issues, gather additional information as needed, to successfully resolve or re-route the issue. Determine which issues need escalation or routing to other internal teams

• Identify file formats and connection errors (APIs, STFP, JSON, SWIFT- PACS, MT, ISO, Etc.) to determine if sufficient information is provided for issue resolution

• Build strong customer relationships with the ability to simplify complex problems to support business and clients’ needs

• Partner across teams and departments for process improvement initiatives

• Assist/train clients to address questions that may come up regarding the funds movement

• Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC ET. To provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently

• Perform all related duties and special projects as assigned

• Participate in all required training sessions for compliance (OFAC, AML, etc.)

• Shift scheduling will be determined upon filling positions, with 24 by 7 operating hours

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.

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

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

This role offers a unique blend of basic front-end development skills and technical support responsibilities.

As an integral member of our technical support team, you will mainly:

1. Mainly write HTML and CSS, tailor-fit for medical documents
2. Provide real-time platform support from time to time

• Familiar with more advanced concepts, practices, and procedures within a particular field. 
• Employee organizes and carries out most assignments in accordance with standard practices, instructions, or previous training. 
• May assist with department initiatives and projects by performing advanced research and/or analysis. Advance approval is required when there are financial implications. 
• Performs more complex responsibilities with HR. 
• May function as a liaison between vendors and employees and advises employees on complex inquiries regarding eligibility, coverage, and other benefits matters. 
• Compiles and maintains documents.

Salary: P 60,000-90,000 (Monthly Package)

Schedule: Monday – Friday? (09:00 PM - 06:00 AM Local Time)

What are we looking for?

Skills Required:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• At least 1-2 years of experience in a technical support role, preferably with exposure to APIs and web services.
• Experience with JSON data format and HTTP protocols.

Skills:

• Strong understanding of RESTful APIs, JSON structure, and common API authentication methods (e.g., OAuth, API keys).
• Proficiency in using API testing tools for troubleshooting and debugging.
• Effective communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving skills and attention to detail.

Nice to Have:

• Experience with ticketing systems and basic knowledge of programming/scripting languages is a plus.
• Technical Expertise: In-depth knowledge of JSON APIs and related technologies.
• Customer Focus: Ability to understand customer needs and deliver effective technical solutions.
• Analytical Thinking: Ability to analyze API logs, debug issues, and identify root causes.
• Communication: Clear and concise in relaying technical information to users of varying technical expertise.

What will you do?

The 1st Level JSON API Technical Support Specialist is responsible for assisting customers and internal teams with issues related to JSON APIs.

• API Support:
• Respond to customer inquiries regarding JSON API functionality, usage, and integration.
• Troubleshoot and resolve basic API-related issues such as authentication errors, incorrect responses, and connectivity problems.

• Technical Troubleshooting:
• Perform initial debugging by analyzing API request and response data, including headers, payloads, and status codes.
• Guide customers through testing API calls using tools like Postman, cURL, or other API testing tools and assist with configuration issues.

• Documentation and Knowledge Base:
• Provide feedback to the documentation team to improve API guides and reference materials based on customer feedback and support interactions.

• System Monitoring and Alerts:
• Report significant API performance issues or outages to the appropriate internal teams for immediate investigation.

Join the awesome team and enjoy these benefits & perks:

• Work from Home
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Our Client is a leader in global outsource sales and marketing. They combine a deep industry understanding with practical field team energy and focus to drive excellence in market sales delivery.

#ConnectOS #ConnectOSCareers #TeamConnectOS

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.

NIQ Client Support team is focusing on building positive customer experiences by offering outstanding customer-centric servicing, support resolution on customers’ concerns in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutions; and serves as a liaison between the Commercial team, Quality Assurance, and Operations.

• Drive customer loyalty by providing digital support and servicing to customers via NIQ Customer Service Online platform, working together with Global Customer Service Center
• Build, upload, and manage local knowledge articles reflecting the latest local service evolution in the NIQ Customer Service Online platform
• Communicate on Product Enhancement, Universe Update & Delivery Details to stakeholders
• Provide clear and accurate responses as well as market expertise to stakeholders
• Achieve competency in NIQ proprietary data mining platform and driving customer’s usage and adoption
• Achieve competency in Microsoft Dynamics, manage dashboards to track and analyze Key Performance Indicators
• Coordinate both local and international sales request as part of NIQ global network, driving NIQ’s bottom line across the organization
• Spearhead improvement projects to drive process optimization and uphold globally acclaimed NIQ data standards

The Client Service Coordin ator will be responsible for maintaining good relations with our clients. This position will report directly to the Client Service Supervisor.

Key Responsibilities include:

• Communicates efficiently with clients: providing quotations, processing orders, and responding to messages.
• Handles some sensitive issues, such as when a client needs a polite reminder to pay an overdue invoice
• Helps our clients to use our online platform, and encourage them to try out its many useful functions

NIQ Client Support team is focusing on building positive customer experiences by offering outstanding customer-centric servicing, support resolution on customers’ concerns in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutions; and serves as a liaison between the Commercial team, Quality Assurance, and Operations.

• Drive customer loyalty by providing digital support and servicing to customers via NIQ Customer Service Online platform, working together with Global Customer Service Center
• Build, upload, and manage local knowledge articles reflecting the latest local service evolution in the NIQ Customer Service Online platform
• Communicate on Product Enhancement, Universe Update & Delivery Details to stakeholders
• Provide clear and accurate responses as well as market expertise to stakeholders
• Achieve competency in NIQ proprietary data mining platform and driving customer’s usage and adoption
• Achieve competency in Microsoft Dynamics, manage dashboards to track and analyze Key Performance Indicators
• Coordinate both local and international sales request as part of NIQ global network, driving NIQ’s bottom line across the organization
• Spearhead improvement projects to drive process optimization and uphold globally acclaimed NIQ data standards

Senior Dispute Support are responsible for facilitating the research and resolution of simple dispute claims and over time and through on-the-job experience, acquiring the skills and knowledge required to manage more complex dispute related work. The position is responsible for processing basic disputes for Prepaid, Debit or Regionals on behalf of Global Dispute Processing clients.  Working primarily fraud cases, they will learn systems and dispute processes.

Essential Functions

• Review evidence or case presented and leveraging Network (Visa, MasterCard, Regional Network, etc.) dispute resolution management rules to determine the validity of each claim and its potential for recovery

• Utilize Network dispute process to attempt recovery on behalf of Visa Global Dispute Clients, ensuring that disputes are submitted in accordance with Network Operating Regulations, and that all required evidentiary and technical conditions and requirements are met 

• When disputes are challenged by the opposing party via a representment, collaborate with senior staff to review the new evidence to assess its validity and

  • Resolve the claim or counter-challenge the representment through Visa’s pre-arbitration, pre-compliance, arbitration, or compliance process or

  • Pass dispute to Global Dispute Client to decision

• Work and balance Incoming/Outgoing disputes with Visa DPS settlement and Network financial general ledger (Regional only)

• Communicate via email and phone to Visa Global Dispute Clients and Network associates as necessary

• Submissions without approval are capped at 1,000/2,500 USD per claim at the representative level

• Incumbent must make themselves available during core business hours

• Work off business hours as required

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.

Salary: P30,000 to P40,000 (Monthly Package)

Schedule: Monday – Friday (09:00 AM - 05:00 PM AEST)

What are we looking for?

Skills Required:

• 1 year Customer Service Experience
• Intermediate to advanced Microsoft Office skills (Word, Excel, PowerPoint and Outlook)
• Excellent verbal and written communication
• Organized and able to meet deadlines
• Proactive attitude towards problem solving
• Ability to meet agreed KPI’s
• Experience in an inbound/outbound call environment

Nice to Have:

• Experience using CRM Software (Zendesk, etc.)
• Experience in FMCG industry
• AU Customer Service Experience

What will you do?

• Ensure all enquiries are handled in a prompt, efficient, courteous manner ensuring a high level of conversion, whilst showing passion about customer service and being empathetic to the needs of clients.
• Display excellent listening skills and sharp attention to detail towards our clients.
• Ensure highly effective communication and customer service skills are displayed to all clients and that all programs and their staff support this level of service.
• Ensure that all forms of enquiries via phone, email, social media, website or other, are handled in a friendly, professional and timely manner to maximize enquiries and support high conversions.
• Support reporting duties in a confidential manner.
• Effectively prioritize tasks according to department requirements or business needs.
• Update relevant documents used to support the Intake team in order to provide the most up to date information to clients and staff.
• Other ad-hoc duties as requested.

Join the awesome team and enjoy these benefits & perks:

• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Our client --- With over 1,000 to 5,000 employees have grown to become one of Australia’s most well-known furniture manufacturers and retailers. Their furniture superstores can be found in every major metropolitan city and regional towns, with over 85 stores across Australia. They take pride of making, selling and guaranteeing well-designed furniture that everyone can truly afford.

#ConnectOS #TeamConnectOS

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.

THIS ROLE IS ONLY APPLICABLE FOR CANDIDATES PERMANENTLY RESIDING IN THE PHILIPPINES

The Application Support Analyst Level is responsible to operational support and management of various business applications across the enterprise.

This role will be responsible for monitoring, troubleshooting, upgrading and implementing carious software application for a thriving reinsurance company. This position will work in concert with IT team to ensure all applications are operating and running properly and serving the need of the business.

This role will need flexible work shift options to support teams in US, Bermuda, and Europe.

• Provide technical support on all internal and external applications.
• Ability to troubleshoot complex software related issues and resolve issues in a timely and efficient manner.
• Analyze, resolve and/or accurately reassign IT related problems and issues.
• Work cross-functionally on software implementation, upgrade, and change order projects.

Document tasks/activities within the ITSM (i.e. Service Now, JIRA) system to ensure conformance with IT, SDLC, and security standards and requirements.

Position Description:

The CMS Support Associate will be part of our Client Services team within the Global Contact Center organization and will be responsible for supporting financial institutions and partners with cross-border payments. As a CMS Support Associate you will be working with external clients and banks along with internal Technical Account Managers, Compliance, Treasury, Product and Technical teams regarding issue management and support for Money Movement.

The Associate will be a subject matter expert across the Commercial and Money Movement Solutions landscape and all VBS products and services deployed in the region. This includes B2B payments, expense management, travel solutions, compliance, and data solution products. The candidate will need to understand all related integration to these commercial products and platforms.  

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.

Specific Responsibilities will include:

• Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)

• Proactively identify and solve complex problems that impact the management, relationship, and direction of the business

• Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations 

• Investigate and research issues, gather additional information as needed, to successfully resolve or re-route the issue. Determine which issues need escalation or routing to other internal teams

• Identify file formats and connection errors (APIs, STFP, JSON, SWIFT- PACS, MT, ISO, Etc.) to determine if sufficient information is provided for issue resolution

• Build strong customer relationships with the ability to simplify complex problems to support business and clients’ needs

• Partner across teams and departments for process improvement initiatives

• Assist/train clients to address questions that may come up regarding the funds movement

• Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC, ET. To provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently

• Perform all related duties and special projects as assigned

• Participate in all required training sessions for compliance (OFAC, AML, etc.)

• Shift scheduling will be determined upon filling positions, with 24 by 7 operating hours positions, with 24 by 7 operating hours

This role is reporting to the Sales Support Team Lead. It is a full-time role, with a hybrid work arrangement (on as per need basis).

Operational :

• Process deals created by the sales team and process user purchases
• Perform verfications on deals (requirements and payment provided)
• Manage commercial account manager concerns
• Coordinate with relevant departments for requests provided by the sales team (bugs, trade materials, SKU requests)
• Accountable for operational commercial projects/tests required by the commercial verticals
• Manage sales CRM tools (Salesforce)
• Monitor and remind clients with recurring payments and help collect if necessary
• Perform outbound calls to ensure customer success
• Check market standing via liquidity test
• Support Philippine market

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.

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.

About the job

• Turn the end-to-end shopping journey at IKEA frictionless, easy, seamless, and convenient.
• Advocate a culture of continuous improvement based on customer feedback in the area of convenience & support.
• Provide an accessible and convenient customer support (by CCC or coworkers in any IKEA Customer Meeting Point and/or self-support for the customer) by maximizing and/or developing new capabilities and system functionality.
• Expand and adopt new market relevant ways to communicate with customers for support purposes (e.g. Line chat, Social media).

Your assignment

• Co-create and agree with the markets, Functional Network Leaders, Retail Solutions Team and Digital Services the development roadmap required to create that frictionless, seamless experience.
• Be the contact point with Inter IKEA’s Development Team on the continuous enhancement and rolling out of new/enhanced initiatives such as PulseCX, Smaland 2.0, unassisted Play solutions, etc.
• Digitalization coworker processes and tools for time gain and higher efficiency (e.g. checkout process in-store, service order booking, food orders, customer refunds, etc.
• Enable customer self-support, chatbots for support in all CMPs to complement coworker service. This is the new “you do your part, we do ours, together we save money”. What can the customer do themselves to release dependency on coworker and increase efficiency.
• Reduce time at checkout both in-store as online/app for quicker conversion and decrease cart abandonment (loose hands in-store). Included here to assess which payment methods to offer at which checkout points to increase productivity and reduce waiting lines (e.g. Bistro vs Sales Desk at HFB4).
• Establish with Functional Network Leaders and Data team a reviewed set of KPIs that lead to more omnichannel behaviour/mindset by store coworkers. Ensure development and rollout of an automated dashboard across the different units and secure adoption through change management process.

Hi! We’re Smartsourcing, looking for Tech Support who can work with us full-time and on-site!

Where?

Be a part of the Smartsourcing crew