Our mission and where you fit in

At Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down.

There's never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let's see if we could be a match!

What might your days look like

As a Customer Care Specialist (Payroll), you’ll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero Payroll product. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary. The expected hours of the role are Monday to Friday from 8.30am to 5.30pm (PH local time).

As a Customer Care Specialist (Payroll) you'll be responsible for;

• Responding to and resolving customer tickets, calls and queries related to the Employment Hero payroll Platform in a timely manner.
• Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers.
• Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements.
• Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
• Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
• Working with customers across multi channels (email, chat, phone) to understand their organisational workflow and how the platform can support them to maximise their people processes.
• Leveraging Zendesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs)
• Proactively contribute feature requests and Help Centre suggestions, where warranted and using customer insights.

What will you bring:

• 1-2 years experience with proven results in a fast paced customer service/support environment across live chat and email.
• Relevant Australian payroll Experience e.g. KeyPay/Employment Hero
• Prior exposure to customer experience within a SaaS (Software as a Service) environment.
• Exposure to working in fluid, high change and high velocity environments.
• Problem solving skills with a sound and thorough approach to troubleshooting.
• Ability to manage competing priorities, working autonomously; requesting assistance where needed.
• Strong and polished verbal and written communication skills.

Experience is important, but for us the biggest measure of success is people who can live and breathe our values. Show us what you can bring to the table, and we'll empower you to let your talents shine.

The EH Way

The EH Way is how we describe our culture at Employment Hero and how we all operate. It is our DNA. You can read all about it on our careers page: https://employmenthero.com/careers/

In short, you’ll love working with us if:

• Revolutionising employment gets your heart racing.
• You thrive on the flexibility (and responsibility) of a remote-first business.
• Our values align, and shape how you show up every day.
• You love the dynamic pace of a startup, are driven by innovation, and enjoy working with other smart people.
• Plus, you’ll get to enjoy a number of great perks, including:
• A generous budget for your home office.
• Cutting-edge tools and technology.
• Reward and recognition programs - because great work should be recognised and rewarded.
• Cashback offers and discounts on popular brands through our Swag app.

• Health card membership (Maxicare) on the first day (150k PHP/per year) plus 1 free dependent (90k PHP/per year)
• 3k PHP De Minimis allowance per month (non-taxable) on top of your salary package
• Generous leave allowance - 24 days per annum

Are we a match? 

Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps.

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

About Pearl:

At Pearl, we pride ourselves on cultivating top-tier talent and redefining overseas hiring. Through our rigorous qualification program and exclusive upskilling opportunities, we empower our candidates to thrive in high-profile roles. Join us as we revolutionize the tech industry and connect exceptional individuals with top-notch companies globally. Are you ready for an extraordinary experience?

Role: Telemedicine Patient Coordinator

Work Schedule: Full Time | 40 hours per week | Eastern Time and Mountain Time

Type of Contract: Independent contractor

Salary Range: up to 1600 USD per month (depending on skills and expertise)

About the Role:
The Telemedicine Patient Coordinator will play a vital role in providing exceptional support to patients utilizing our client's telemedicine services. Your primary focus will be on delivering empathetic customer service, actively listening to patient needs, and providing timely and effective problem-solving. Through proactive communication and advocacy for the patient, you
will contribute to building lasting relationships and driving continuous improvement within our organization.

Duties and Responsibilities:

• Demonstrate empathy, educate patients about telemedicine services, explain the process, address concerns, and provide guidance on platform usage and features.
• Ask thoughtful questions to gather relevant information and provide personalized solutions that address each patient's unique situation.
• Demonstrate strong troubleshooting skills and creative problem-solving abilities to find optimal solutions.
• Document customer feedback, identify recurring issues, and contribute to the improvement of workflows and processes to enhance the overall patient experience.
• Collaborate with cross-functional teams to drive changes that enhance the patient experience and address customer concerns.
• Provide regular updates to patients until the issue is resolved, ensuring they are well informed throughout the process.
• Act as an advocate for the patients, understanding and fighting for their needs within the organization.
• Commit to continuous learning and improvement, staying up-to-date on new products, features, and best practices related to telemedicine.
• Escalate issues to higher-level support when necessary to ensure timely resolution.

• Previous experience in a patient support role, preferably in a healthcare or telemedicine setting.
• Excellent communication skills, both verbal and written, with a strong focus on empathy and active listening.
• Strong problem-solving and troubleshooting abilities, with the ability to think creatively and find innovative solutions.
• Proven ability to handle challenging situations with patience and professionalism.
• Exceptional organizational skills and the ability to multitask effectively in a fast-paced environment.
• Familiarity with medical terminology, appointment scheduling, and billing processes is a plus.
• Commitment to maintaining patient privacy and data protection regulations, such as HIPAA.
• Proactive mindset with a passion for continuous improvement and learning

About Pearl:

Pearl connects top talent from around the world with US and EU-based startups that care about finding sharp and hungry talent that they can grow with long-term. We provide candidates who pass our vetting process with exclusive upskilling opportunities that enable them to get promoted faster in their new roles. We only work with employers who are looking to make full-time hires they can continuously mentor and promote.

Note: Please avoid submitting multiple applications; you may request assistance to be re-profiled for a different job opening. If you have an ongoing application, please ask for updates from the recruiter handling your application.

About the job:
Role: Client Care Specialist
Work schedule: Full Time | 40 hours per week | Eastern Time
Salary Range: up to US $1,500 per month (Dependent on your skills and experience)

Your Goal:
Your goal is “simple”: make our customers so happy they stick around and keep buying from us. You'll lean into customer interactions—phone calls, Zoom calls, text, emails, social media—to help our customers succeed with our product. You'll also use the scientific method, data, feedback, supplemented with creativity and intuition to figure out what makes our customers tick, and what ticks them off. You’ll basically live and breathe reducing churn and inspiring loyalty from our existing customers and getting them to tell their friends how FODZYME changed their lives!

Help Out Our Customers:

• Start at the role by answer support tickets, phone calls, and text messages from customers, existing and prospective, to understand their needs. You'll need to genuinely enjoy helping out and even socializing with customers or this role is not for you and you will burn out/fail to succeed.
• Start at the role by answer support tickets, phone calls, and text messages from customers, existing and prospective, to understand their needs.
• Measure how impactful different types of customer support touch points are on customer acquisition, retention, satisfaction, etc.
• Using (experimental) data and insights, revamp our customer support infrastructure (asking questions like “does offering X help or responding to Y kind of messages actually make a difference for our company?” → “how much time per week does it take and is it enough to warrant a new hire to delegate this too so I can focus on more important things as Head of CX?” → “is a human strictly necessary to make that kind of difference?” → “if not, does an automatized alternative make the cut?”, just a series of examples)
• Hire, train, and manage customer support if and as needed.
  

Get the Lowdown:

• Understand our customers inside out by talking to them, watching existing user interview recordings (and conducting new ones), and analyzing survey data and feedback.
• Must not stop at just face-value but dig deeper into the issue, perhaps into areas even the customers themselves are not aware.
• Spot what we’re doing right and what we need to work on for maximum impact on retention, loyalty, and satisfaction.
  

Make Things Happen:

• Redesign the post-purchase experience to maximize success with the product and keep customers coming back.
• Sort out issues and optimize processes to make dealing with us smooth and easy.
  

Map Out the System and Hack It:

• Plot out the customer (post-purchase) journey and know the numbers at each critical point. Prioritize what changes will make the biggest difference. Sleuth around to see if there's a "Magic Moment” to amplify the likelihood of long-term retention.
• Test out your ideas and go with what works. Methodically find and pull on the levers that impact repurchase, positive word-of-mouth and referral potential. Similarly, find the points of friction and minimize them.

Report Back:

• Keep everyone in the loop about your findings and insights, quantitative and qualitative, and suggest improvements to teammates in other departments that contribute to customer happiness.
• Regularly report to leadership on real metrics (not “vanity metrics”), feedback trends, and the progress and impact of implemented initiatives.
  

Immediate tasks anticipated for the candidate to fully own on week 1:

• Deep dive on user interview recordings
• Take over customer support (support tickets, text, phone)

• Minimum 2 years of experience in Customer Support, Customer Experience, or a related field, with a passion for helping people.
• Preferred background in biosciences, food technology, or data sciences, with client-facing experience being a plus
• Proficient in tools such as Intercom (migrating to Gorgias + Klaviyo), Slack, Zoom, Notion, Grain, Loom, Survicate, Formsort, Shopify, Skio, and PostHog for customer interactions, funnel analysis, and user journey tracking
• Strong proficiency in Excel and no-code tools; technical or data science skills are a plus but not required.
• Independent, self-motivated worker comfortable with asynchronous communication and long-term commitment, working US hours.
• Data-driven and analytical, with a practical, scientific approach to problem-solving

• Fully remote forever–work from anywhere!
• Competitive net salary with opportunity to be paid above median market rate.
• Invaluable access to a network of global industry leaders, paving the way for rapid career growth.
• Mentorship opportunities
• Access to learning and development resources for continuous growth and improvement

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.

The Candidate Care Agent delivers customer service more like Cielo and less like everyone else. The Candidate Care Agent enhances our clients’ candidate interactions with a team dedicated to immediate availability, single call resolution, and unprecedented responsiveness.

• Work Location: Manila, PH
• Work Arrangement: Hybrid
• Work Schedule: Night shift 
• Specific requirements: Good communication skills

Duties and Responsibilities:

·       Provide “We Become You” seamless customer support to candidates via phone, live chat, voicemail, and email.

·       Complete phone interviews and document candidate responses, effectively screening in or out of the recruitment process based on position requirements.

.       Update candidate statuses in the appropriate recruitment systems (Applicant Tracking System, proprietary systems, etc).

·       Adapt communication style to different demographics.

·       Promote service excellence through courteous, patient, and gracious interaction.

·       Drive impression to resolution with internal sense of urgency, control of conversation, and active listening.

·       Leverage resources to provide thorough and accurate information to candidate.

·       Use judgment to escalate to proper party when needed.

·       Follow through on unresolved candidate inquiries to close the loop.

·       Develop in-depth knowledge and functional command of multiple applicant tracking systems.

·       Utilize critical and innovative thinking to troubleshoot issues and offer resolutions

·       Work to elevate the level of efficiency and service through collaboration, examining current processes to determine room for improvement, and suggesting best practices.

·       Perform monthly sweeps and an annual audit of assigned tabs on shared resource.

·       Other duties as assigned.

About Pearl:

Pearl connects top talent from around the world with US and EU-based startups that care about finding sharp and hungry talent they can grow with long-term. We provide candidates who pass our vetting process with exclusive upskilling opportunities that enable them to get promoted faster in their new roles. We only work with employers looking to make full-time hires they can continuously mentor and promote.

Note: Please avoid submitting multiple applications; you may request assistance to be re-profiled for a different job opening. If you have an ongoing application, please ask for updates from the team handling your application.

About the job:
Role: Care Team Lead
Work schedule: Full Time | 40 hours per week | 9 AM to 5 PM Eastern Time
Salary Range: US$ 2,000 - US$ 2,500.00 per month + equity (Dependent on your skills and experience)

About the Role:

As a Team Lead, you will be at the core of the client’s operations, significantly impacting team performance and enhancing their service delivery. You will oversee one of the 6 areas within the care team (Enrollment, Medical Assistance, Billing/Orders, Finance, Inbound, and Cancellations), guiding your team toward operational excellence and fostering continuous growth among its members. Your role will involve coaching your team to provide exceptional client satisfaction while also managing a high-performing team and navigating the challenges of competing priorities in a fast-growing environment.

You will report directly to the Operations Lead and work closely with other key leaders, including the Systems Lead and Process Lead.

Duties & Responsibilities:

• Leadership: You’ll lead a team of care coordinators, ensuring they are motivated, well-supported in their daily tasks, and achieving their potential as operators.
• Operational Management: You’ll maintain smooth operations for your assigned area and continually seek improvements to enhance its efficiency.
• Communication: You’ll ensure clear and effective communication within the team and with patients to keep everyone well-informed.
• Training and Development: You’ll identify the best ways to keep your team performing at the highest level and execute them effectively — you’ll constantly obtain and action their feedback on how the team can improve to best serve our fellas.
• Problem Solving: You’ll address issues promptly and manage escalations with skill and care.
• Coaching: You’ll be a mentor to your team members — constantly helping them achieve their professional goals.
• SLA Management: You’ll oversee that all team activities consistently meet or exceed our service standards.
• Client Experience: You’ll proactively enhance client satisfaction by delivering superior service and anticipating their needs.
• Proactive Innovation: You’ll actively propose and implement changes aimed at improving client experiences, collaborating across teams for success.

• Has 3+ years of experience leading teams, driving high performance, and fostering a positive work environment.
• Strong operational management skills with a proven track record of maintaining stellar team performance and meeting service-level agreements.
• Excellent interpersonal skills, with expertise in coaching and mentoring team members to achieve their professional goals.
• Strong analytical skills, adept at addressing challenges and enhancing efficiency in high-pressure situations, with a high degree of adaptability.
• Extensive experience in client interactions, focusing on satisfaction and loyalty, with a proactive approach to implementing innovative solutions.

• Vacation: PTO with a yearly minimum (>2wks/yr + local national holidays)
• Remote: Our team is fully distributed across the world and functions fully remotely
• Healthcare: comprehensive medical insurance (~$500/yr)
• Personal Development: budget for books, courses, and coaching ($400/yr)
• Personal Wellness: budget for gym, health apps ($400/yr)

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

Customer Care Consultant

Reporting to: Team Lead

A SNAPSHOT OF YOUR ROLE

We’re an outsourcing provider with a difference—offering clients flexible engagement models backed by our solid suite of shared support services. As a Customer Care Consultant, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.

Customer Care Consultants are the first point of contact to deal with existing or potential customers’ enquiries. The role is required to establish effective relationships with the customer by gaining trust and respect and in turn generating customer information in order to deliver a solution

You’re the genie that fulfils our clients and customer’s needs. You’ll represent the account and interact with clients, brokers, and other parties through emails and calls and ensure their services- are addressed in a timely and efficient manner. You use analysis, focus, and patience, coupled with product knowledge to effectively execute what is required. Your day could see you:

• Provide a first class customer service experience to our clients.

• Providing smart, effective and efficient service to customers.

• Act quickly and decisively in determining customer needs.

• Promote the campaign as a leading Energy provider by delivering quality customer service to new and existing Simply customers.

• Respond to enquiries about gas and electricity (depending on geographic location) and various client promotional offers.

• Identify sales opportunities, up selling and cross selling of products to new and existing customers.

• Address complaints or fault inquiries and transferring calls as required to appropriate personnel in order to achieve a positive customer outcome.

• Comply with all Quality requirements and scripting at all times.

• Ensure all privacy requirements are adhered to accurately enter all data including relevant and appropriate notations on customer files.

• Implement and observe all Acquire BPO conditions of employment and policy guidelines (with particular regard to personal conduct, presentation, behaviour).

• Commitment to maintain all company workplace health and safety procedures.

• Perform various duties and projects as allocated by the Team Leader or members of Management.

• Contribute to an effective monthly one-on-one progress review with the Team Leader.

• Respond to Performance Improvement Plan stipulations and any coaching requirements.

• Actively participate in team and department activities.

A BIT ABOUT YOU

• Excellent in customer service.

• Previous experience in a customer service environment is mandatory.

• Sales background, ideally in a Contact Centre environment.

• High level of literacy and numerical skills.

• Ability to effectively use computers and IT systems.

• Clear and Effective communication skills.

• Sales and Negotiation skills.

• Ability to work under pressure and maintain a positive attitude.

• Able to manage time effectively, works with a sense of urgency whilst maintaining attention to detail.

• Relates well to all kinds of people, able to build rapport and out people at ease.

• Results orientated with the ability to meet targets.

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.

• Exceeding/on target scorecard rating.

• Exceeds accuracy goal.

• Meeting settlement deadlines.

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each with other.

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

Rentokil Initial

Rentokil Initial is an international business services company employing 46,031 colleagues across 88 countries.

We strive to protect people and enhance lives, for example by controlling pests, and improving hygiene. We are experts in the fields we operate in, investing in training, science, innovation and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.

Awards

Rentokil InitiaI Philippines is officially ranked in the top three most engaged places to work in the Philippines, as part of the annual Korn Ferry Employee Engagement Awards 2018.

Philippine Best Employer Brand Awards 2019.

Find out more on careers.rentokil-initial.com

Your day-to-day responsibilities will include:

1. Sales / Service Efficiency

• Achieve monthly Key Performance Index (KPI) and Sales targets
• Act and prevent contract terminations and ensure customer contract retention
• Monitor, evaluate and ensure customer service satisfaction
• Act on changing customer needs, market conditions and competitor activity with speed and quality
• Conduct complete survey; ensure pertinent details are clearly stated.
• Sell according to the prescribed pricing as per the price list and discount structure or as approved by the management.
• Comply to all processes and procedures, quality standards
• Use appropriate sales kits and sell professionally.

2. Administration and Policy Directive

• Ensure all required documents/ paper works (like Service Agreements/Job Acceptance, SRS, IDAR, Service Cards, Credit Checklist, etc.) for contract renewal and up-selling businesses are complete and accurate and in accordance with SOP.

• Drive SHE policy compliance and zero tolerance policy. Achieve LTAR target set for the year for both Pest Control & Hygiene
• Attend regular meetings to address issues and concerns, performance review and weekly updates.
• Maintain accurate records and submit on time all reports and documents as required by management.
• Attend to other work related duties as may be assigned to you from time to time.

3. Customer Development

• Ensure all Customer complaints & inquiries are acted as a matter of urgency and importance following the company SOPs and 2/24 promise.
• Conduct regular face to face customer visit to maintain good business relationship and thus improve customer retention.
• Act on potential sales and collection opportunities to help generate additional new business, up-selling and improve collection.
• Attend required trainings, meetings, conferences and other official company functions necessary for business growth, government legislation compliance and customers’ requirement.
• Ensure satisfactory after sales service is provided to clients and provide regular communications between the client and team, to provide strong team representation to meet the customer’s expectations.
• To attend to all enquiries from prospects and existing customers.
• Act on customer needs and goals within the organization to ensure quality delivery of the agreed solutions and services
• Build rapport with customer and develop additional and repeat business
• Execute of the Customer Contact Strategy for the purpose of customer satisfaction and retention.

4. Collection / Credit Management

• To assist with the collection of debts and credit issues.
• To manage the wellness of the customer’s account in ensuring good credit status and liaise with the credit controllers on effective cash collection to customers.
  

Do you have what it takes? If you want to be considered for this role you will need:

• College graduate of any related Courses
• Fresh graduates are welcome to apply, but with 1-2 yrs related experience with strong inclination to Sales and/or Customer Service Relationship.
• With excellent communications and customer relation skills
• Ability to multi task, prioritize and manage time effectively
• Proficient in MS Office applications
• Willing to work in Kalawaan Pasig City

Are you interested? Here's what you can expect when you join us...

Benefits From Start Date

• HMO (Health Insurance)
• Group Personal Accident Insurance
• Group Term Life Insurance
• 13th Month Pay
• Paid Non working holidays

Benefits after 6 months of continuous work and pass the performance evaluation;

• Annual pay increase
• Vacation Leave
• Sick Leave (with cash conversion)
• Birthday Leave
• Paternity/Maternity Leave
• Matrimonial Leave
• Bereavement Leave
• Other perks

Equal Opportunities

Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.

Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today!

Position Summary:

Provide leadership and direction through effective communication to all customer service personnel including co-supervisors and management within the supported team/s and department.  Support specific escalated customer service activities providing sales growth opportunities for lines of businesses as assigned.

Major Responsibilities

I              Bay Management

• Meets and exceeds key performance indicators set by the business.
• Leads, drive and motivate the team for continuous improvements towards achievement of set goals
• Monitors team performance daily.
• Analyze stats trends and formulate/implement action plans to ensure continuous improvement
• Adheres to business workflows set by the division
• Assists and supports subordinates towards first call resolution by providing real time solution
• Communicates key imperatives and team’s strategies during pre-shifts
• Creates daily and /or weekly goals directly related to the business’ mission and vision
• Sets team and individual goals that compliment overall strategy

II     Monitoring, Coaching & Mentoring

•     Conducts documented monitoring sessions with feedback provided to the subordinate.

•     Provides individual development plans highlighting specific improvement plans

•     Provides direction & sound advice to the team members (mentor role)

•     Identifies team issues and provide sound advise based on good judgment

•     Develops and train team’s logical problem-solving skills.

•     Relays important updates to subordinates

•     Develops own resources and utilizes creative resolutions to resolve problems

•     Flags up personal training requirements to Customer Service Manager.

•     Conducts Quality Monitoring for recorded and real time calls /emails/chat and provides feedback to CSRs

•     Calibration with Learning and Development Team, Customer Service Manager and tenured CSRs in monitoring calls/emails/chat for quality assurance.

•     Supports Training Team in all aspects of advanced product and process trainings of Customer Service Department. 

III    Ensure (by inspection) day to day business practices are incorporated

•     Respond timely and accurately to escalations of the subordinates.

•     Verifies problem and validates escalation prior to further escalation

•     Escalates problem only when necessary and aid towards resolution

•     Maintains a line of communication with the identified escalation points

•     Adheres to Regal defined processes & procedures

•     Makes decisions on how to address and resolve customer situations

•     Works directly with POCs from different departments to support both internal and external demands

•     Assists in the development of product and process training modules under the direction of management.

•     Delivers product and process trainings to new hires, peers and other internal personnel.   

IV   Timely completion of administrative tasks

•     Provides Customer Service Manager with daily update of headcount and absence.

•     Maintains acceptable levels for granting vacation and holidays.

•     Efficiently manage activities and utilization of the team

•     Adheres closely to daily schedules while other assigned tasks are executed on time

•     Prepares reporting requirements to immediate supervisor and client.

•     Coordinates with various functional groups for team requirements

•     Assists in interviews (Phone screen, on-site) and departmental personnel attendance for customer service staff

V     Maintain positive work environment

•     Allocates ample time on the floor coaching, monitoring and mentoring subordinates.

•     Effectively and consistently administrates all HR policies and practices

•     Promotes consistent and fair administrations of open communication lines

•     Conducts weekly continuous improvement meetings with the team with updates on performance barriers and recognition of improvement areas.

•     Delivers and maintains consistent expectations to all team members.

VI   Maintain 2-Way communication both up and down the chain of command

•     Establishes and maintain daily dialogue with Customer Service Manager and subordinates.

•     Provides Customer Service Manager with status update on projects and programs

•     Conducts pertinent and timely pre-shifts with the team.

•     Handling everyday crisis (support tools/ERPs/Telecoms downtime or any operational issues).

 VII Performs subordinate functions and responsibilities when needed

• Processes all customer orders though phone, fax and email.
• Provides price and availability information to standard items.
• Processes requests for special items (MTO), reworks and brand authorization for specific orders.
• Product Information Support: Offers alternative/suggestive selling and product interchanges and provides basic catalog information to CSR’s, and customers.
• Processes claims and return goods authorization (RGA ) after analysis of customer inquiry.
• Coordinates with PTS US escalation points on expedites, technical assistance, pricing information, e-business, product samples, account set-up and sales.
• Process all requests for order maintenance on cancellations, delays, accelerations and quantity changes.
• Manage, review, and maintenance all open backorders on a regular basis to ensure proper release and shipment based on specific customer instruction.
• Coordinate the order’s release, invoice by date, picking, billing and shipping of orders with credit and collections team, distribution and logistics team for standard, reworked or modified products in conjunction with the customer’s requested date, distribution workload and availability of goods.
• Protect PTS accountability by ensuring distributors, orders and shipments are trade-compliant based on ITC guidelines.
• Maintains and updates all records of customer profile information at Oracle CRM or any central repository.
• Participate in sales-driven projects and team initiatives.
• Provide value-added services to customers and sales team.
• Performs initiatives on team needs to help improve oneself and the team.

Required Education / Experience / Skills:

• 4 Year College Degree
• Advanced customer service experience
• Experience in Regal Customer Service operations is preferred
• PC skills: PowerPoint, Word, Excel, Access, E-mail/Outlook, Internet/Intranet for business functions
• Understanding – ability to clearly communicate product terminology, features and functionality

• Displays the following:

• Leadership qualities and skills- Good people skills, able to handle difficult situations with customers as well as maintain cooperative relationships with all departments within the organization
• Negotiation and Analytical skills
• Knowledge of policy and procedures of the company
• Demonstrate strong problem-solving and troubleshooting skills
• Determine best way to meet the needs of the business and customers
• Has the initiative to improve people, process and procedures

• Strong and professional written and oral communication skills required
• Works well with high volumes, prioritizing and multitasking
• Works under minimal supervision

Travel:  Not Required

Language: English

About Regal Rexnord

Regal Rexnord Corporation (“Regal Rexnord”) is a leading manufacturer of electric motors, electrical motion controls, power generation and mechanical power transmission products and sub-systems, serving customers around the world in the general industrial, consumer, commercial construction, food & beverage, and alternative energy end markets, among others. Regal Rexnord sells its products and solutions to OEMs, through distributors, and directly to end-users. Regal Rexnord is a $7.2B company with 36,000 associates globally.

You may not know it, but Regal Rexnord impacts your life every day. The company’s products enable the fans in HVAC systems that keep us comfortable; the power source that keeps smart buildings running; the agricultural and food service equipment that keeps us fed; and the conveyer systems that keep e-commerce flowing, to name a few of the applications where our products are used.

Regal Rexnord’s business purpose is to create a better tomorrow by energy-efficiently converting power into motion. This means creating innovative solutions while focusing on both customer needs and the company’s commitment to sustainability.  The company’s industrial powertrain and automation solutions offerings are an important part of the company's growth strategy. The company’s strategy includes leveraging 80/20 to prioritize all activities, including product excellence, operational excellence and commercial excellence (i) driving organic sales growth through the introduction of innovative new products, with a particular focus on improving energy efficiency, (ii) establishing and maintaining new customers, as well as developing new opportunities with existing customers, (iii) participating in higher growth end markets and geographies, and (iv) identifying and consummating strategic, value creating acquisitions.

Salary: P120,000 to P180,000 (Monthly Package)

Schedule: Monday – Friday (9:00 AM - 6:00 PM AEST)

What are we looking for?

Skills Required:

• Proven track record as a Senior OutSystems Developer with at least 5 years of hands-on development experience.
• Extensive knowledge of OutSystems development concepts, including reactive and traditional web applications, mobile apps, and integrations.
• Expertise in designing and developing user interfaces using OutSystems UI patterns and best practices.
• Strong understanding of relational databases, data modeling, and performance optimization. - Proficiency in web technologies such as HTML, CSS, JavaScript, and RESTful APIs.
• Strong understanding of relational databases, data modeling, and performance optimization. - Proficiency in web technologies such as HTML, CSS, JavaScript, and RESTful APIs.

What will you do?

• Plan, design and build secure, scalable, and flexible technical solutions in OutSystems.
• Work in an agile environment with a small team to implement solutions that drive business value and competitive advantage.
• Collaborate with other developers.
• Assisting with solving complex technical problems when they arise.
• Running code reviews, ensuring quality of solutions before release.
• Addressing technical concerns, ideas, and suggestions.
• Monitor systems to ensure they meet both user needs and end goals.
• Create and maintain appropriate documentation for new and existing systems.
• Continually research current and emerging technologies
• Coaching junior developers

Join the awesome team and enjoy these benefits & perks:

• Home-based work setup
• 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 Melbourne-based company that helps companies streamline contract management and slash costs by 80%, ditching email and phone for a digital platform with portals, workflows, and secure data rooms. They aim to modernize contracts from start to finish and build digital bridges between companies and clients to boost performance. Their platform's simple process engine visualizes client journeys, assigns tasks, and tracks progress, making collaboration and fulfilling obligations a breeze.

#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.

Position: Care Coordinator 
Working Hours: Monday - Friday  - 9 AM - 5 PM EST or 11 am - 7 pm ET (If can do in later hours may be even better since a lot of our sessions are in the evening, though we do have sessions in the morning as well)
Holidays: PH/US Regular Holidays
Salary: 900 - 1,000  USD  (may offer 1,500 for a really good candidate)

Company Overview

We are a venture-backed telehealth startup that provides online group therapy across a full range of mental health disorders. Our mission is to increase affordable access to specialized care.

Duties and Responsibilities: 

• The Care Coordinator’s role is to handle all scheduling with therapists in terms of our core groups, series groups, support groups, & therapy workshops. This is to ensure that we have an adequate supply of groups to fit current capacity, and the rate at which we are adding members to our service, across all specific topics and geographies. So, the coordinator first balances supply to meet demand, and then schedules accordingly with the therapists. Second, in order to keep members consistently engaged, the coordinator ensures that we have weekly therapy workshops lined up, so that members are receiving benefits outside of their core weekly sessions.

• The Care coordinator is the appropriate contact therapists should contact in regards to canceling sessions, rescheduling sessions, clinical questions, or any therapist related matters.
• The Care Coordinator is responsible for responding to escalated group success issues that begin in Customer Support
• The Care coordinator understands the dynamics of each specific group, along with the therapist's clinical approach, and as such is the proper point of contact to be consulted when members would like to switch groups, so that we can find the patient the best fit.
• The Care Coordinator is responsible to proactively reach out to members to ensure member satisfaction, reach out to members who articulate they wish to cancel to try and retain them, and lastly to reach out to members who have canceled to try and keep them retained despite their cancellation.
• For our Series Offering, The Care Coordinator plays close attention to groups that are hitting their 12 week mark. Based on churn rates, and other groups that are also reaching that 12-week mark, the Care coordinator determines if it's best to continue to operate the group as is, or to consolidate it with another group. The decision around this should be driven by what will enable the best retention & patient satisfaction, along with what makes financial sense for the company (e.g. it doesn’t make sense to operate 5 groups each with only 2 members in them).
• After the 4 month mark if they need to be consolidated as well

1. Minimum 5 years of experience in the role
2. Must have good to excellent communication and written skills; minor accent is acceptable, but it is best if you have a neutral accent
3. Tools to be proficient with: 
   - Zendesk
   - Stripe
   - Google Voice
   - Google Sheets
   - Gmail
   - Slack
   - Zoom
   - Typeform
   - Mass SMS or Mass Email platforms are a plus, though not needed

Holidays: PH/US Regular Holidays

Salary: P40,000 to P80,000 (Monthly Package)

Schedule: Monday – Friday (9:00 AM - 6:00 PM AEST)

What are we looking for?

Skills Required:

• With at least 1+ years of OutSystems platforms development experience
• Experience in web development - HTML, CSS, Javascript and Relational Databases
• Strong communication skills in English including verbal, written, presentation and interpersonal
• Graduate of Bachelor’s degree in Computer Science or any related courses

What will you do?

• Join the project team in delivering and maintaining web applications.
• Interact in a team/group setting to understand the User Experience (UX) goals of the digital products being built.
• Support the internal and external team in building a product that both provides a delightful user experience.
• Define or extend the data model of OutSystems applications enforcing proper referential integrity constraints.
• Develop functional components including screens, business logic, and custom UI in Out Systems.
• Understand how to match existing user interface (UI) guidelines to meet requirements within the OutSystems platform.

Join the awesome team and enjoy these benefits & perks:

• Home-based work setup
• 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 Melbourne-based company that helps companies streamline contract management and slash costs by 80%, ditching email and phone for a digital platform with portals, workflows, and secure data rooms. They aim to modernize contracts from start to finish, and build digital bridges between companies and clients to boost performance. Their platform's simple process engine visualizes client journeys, assigns tasks, and tracks progress, making collaboration and fulfilling obligations a breeze.

#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.

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 #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.