Your Role Purpose & Objective 

You will play a pivotal role in driving conversion rates up and retaining our client base. You will turn customers who are in danger of leaving into happy and engaged customers that want to stay on the platform.

How you will add value 

• Meeting and exceeding daily, weekly and monthly KPIs and sales targets (essential)

• Making a high volume of outbound / inbound phone calls (essential)

• Explaining the key benefits with potential client

• Handling customers objections (essential)

• Closing the sale and retaining our members Developing and maintaining accurate product knowledge

• Liaising with relevant internal departments to ensure that client’s needs are met

• Effective note taking on all client interactions and input into CRM system

Competency Level 

Functional Competencies:

● The Sales Experience: Proactively maintains own sales pipeline, driving personal sales to meet targets 

● The Service Experience: Speaks with genuine enthusiasm and confidence about the brand and product, following the script 

● Sales Management Operations: Follows sales touchpoint process, adhering to QA process 

● Sales Drive: Motivated to achieve sales goals and targets 

● Sales Resilience: Remains focused on work when under pressure, showing an optimistic approach to work 

Behavioural Competencies 

● Communication: Speaks clearly and audibly, checking for understanding 

● Relationship Building: Connects and develops rapport with others to build and maintain good working relationships 

● Planning / Organising: Plans and prioritises own tasks and activities to meet targets 

● Commercial Acumen: Understands how the brand operates and makes money 

Your Experience 

• 3+ years experience in a sales and customer service role

• 2+ years previous experience in a retention role dealing with large volumes of calls

• Understanding of CRM systems i.e. Salesforce and previous online experience will be seen as an advantage

Who you will be working with 

● Working alongside a strong, established Sales team and Service and Product development  teams.

Success Profile 

In the first 3 months, the successful incumbent is expected to have delivered:

● Have built a solid understanding of the brand platform and be able to use this knowledge to maximise sales conversion rates and revenue

● Be competent with the CRM system and be able to use it to effectively manage your sales pipeline

● Have a basic understanding of the journey after they’ve signed up onto the platform

● Have a basic understanding of the Sales Policy and follow the outlined guidelines

hipages.com.au

● Have developed a basic understanding of the Licensing requirements for each state and use

this knowledge to ensure we only let qualified tradies onto the platform

● Be an expert in selling the benefits of the brand to tradies to retain them

● Achievement of 80% of KPI’s

● Achieve 100% of revenue targets

In the first 6 months, the successful incumbent is expected to have delivered:

● Be an expert on the platform and use this knowledge to leverage higher sales

conversion rates and revenue

● Be an expert in the CRM System and use it to maximise sales results

● Be an expert in the Sales Policy and consistently follow the outlined guidelines

● Be an expert on the customer journey for tradies after they sign up and be able to

articulate this to tradies when needed

● Consistent achievement of 100% of KPI’s for the last 3 months in a row.

Key Metrics:

● Stage change = 100%

● Conversion rate (combined) => 35%

Auto Renewal Saved Rate = 35%

Pre Renewal Conversion Rate= 35%

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

A SNAPSHOT OF YOUR ROLE

Troubleshoots minor equipment malfunction and corrects them as directed by knowledge-based tool, IT Service Desk and/or Shift Supervisor.

· Monitor user and system adherence to security standards.

· Evaluates and tests equipment, network/software, and system tool products and submit recommendations to the shift supervisor.

· Operates and monitors divisional operating systems, platforms, network, servers and software and escalates and/or resolves exceptions in accordance with established procedure.

· Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.

· Escalates issues to higher level of support when needed.

· Document, track and monitor problems to ensure timely resolution.

· Sets and loads computer equipment with required items and prepares equipment for operations.

· Gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.

· Ensures hardware accessories are functional and usable. Troubleshooting hardware issues is the primary scope of support.

· Provides physical support to all system users.

· Acts as second layer of support to prepare machines for WFH users, configures VPN for out of office environment and arranges logistics of technology items for delivery for home use.

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

Troubleshoots minor equipment malfunction and corrects them as directed by knowledge-based tool, IT Service Desk and/or Shift Supervisor.

· Monitor user and system adherence to security standards.

· Evaluates and tests equipment, network/software, and system tool products and submit recommendations to the shift supervisor.

· Operates and monitors divisional operating systems, platforms, network, servers and software and escalates and/or resolves exceptions in accordance with established procedure.

· Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.

· Escalates issues to higher level of support when needed.

· Document, track and monitor problems to ensure timely resolution.

· Sets and loads computer equipment with required items and prepares equipment for operations.

· Gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.

· Ensures hardware accessories are functional and usable. Troubleshooting hardware issues is the primary scope of support.

· Provides physical support to all system users.

· Acts as second layer of support to prepare machines for WFH users, configures VPN for out of office environment and arranges logistics of technology items for delivery for home use.

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

JOB DESCRIPTION:

Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.

Global Business Services (GBS) is a transactional excellence group within the Abbott Rapid Diagnostics Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Customer Service Specialist is responsible for a variety of sales and customer support activities – including; accepting and processing Customer orders, arranging domestic and international shipments, preparing commercial invoices, handling customs clearance, monitoring inventory levels at warehouses and operating in a compliant and process driven way.

Duties and Responsibilities

• Responsible for all areas of Customer order fulfillment, including order processing, open order management, order reporting, service issues and resolution
• Manage and process all inquiries and orders from all receipt methods
• Work with Quality, Master Data, Warehousing/Supply Chain and Finance personnel as needed to ensure specific customer requirements are met
• Manage the organization of Domestic and International shipments as per Inco terms
• Prepare and send relevant shipping documentation that meets appropriate export regulatory compliance
• Coordinate shipments to and from factory, supplier, site, port and international locations
• Coordinate and communicate with respective brokers to ensure shipments for Private Label products (made to order) in order to reach the final destination
• Maintain ongoing relationship with commercial teams; flag order and customer issues, understand upcoming orders, changes in customer requirement and collaborate on shipping priorities at month and quarter end
• Review and maintain customer’s open orders on a daily basis, in order to progress orders daily and to resolve any blocks (Delivery blocks, Billing blocks etc)
• Adherence and awareness of compliance and regulatory guidelines in customer set up and support
• Resolve e-mail, fax and phone issues with customers regarding pricing, inventory availability, terms, delivery, etc.
• Investigate and process Credits & Return Goods Authorizations and Debits
• Communicate proactively with internal and external customers regarding order status
• Route customer contact inquiries to appropriate resources
• Work cross-functionally to ensure that accurate information is maintained in SAP
• Keep up-to-date on products, inventory levels, productions on allocation, promotions, etc. that are necessary to provide customers with impeccable customer service
• Cross functional collaboration to ensure that all relevant stakeholders are informed of all changes, issues and potential concerns of all customer accounts
• Complete all SAP transactions and Order status updates in a structured, accurate and compliant way in order to ensure accurate and consistent reporting that can be cascaded across the wider organization.
• Investigate and resolve service issues reported by customers or as requested by Abbott
• Responsible for executing applicable Quality Management System (QMS) processes, monitoring the success of service provided, and delivering an excellent customer experience.
• Creating process documents in line with our Quality Management System
• Other duties as assigned

Key Position Competencies

• Functional Technical skills
• Self-Starter – ability to work on their own initiative
• Problem Solving skills
• Drive for Results
• Confident, can-do attitude.
• Dealing with ambiguity
• Dealing with complex tasks – where issues can have consequences across multiple departments.
• Proven record of multi-tasking
• Time Management
• Written Communications
• Customer Focus

Minimum Qualifications

• Previous customer service experience required (in the healthcare industry preferred but not essential)
• Must be proficient in MS Office including Excel, Word and Outlook
• Proficiency in an ERP System (preferably SAP)
• Experience handling tasks where attention to detail is critical to success
• Experience of shipping, domestic and export traffic terms, documentation and procedures.
• Thorough understanding of Customs regulations and Export controls
• Knowledge and understanding of compliance and regulatory guidelines for setting up export customers
• Experience auditing documents and project requirements.
• Knowledge and comprehension of basic contract terms and conditions
• Must be able to communicate professionally, verbally and in writing
• Must be able to work independently and on a team
• Must be able to react to situations with a strong sense of urgency
• Must be willing to work night shift

Education & Experience

• Must possess at least College/Bachelor's Degree
• Minimum two years of working experience in the related field required
• Knowledge of SAP or ERP applications required
• Proficiency in the Korean Language

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

DIVISION:

LOCATION:

ADDITIONAL LOCATIONS:

WORK SHIFT:

TRAVEL:

MEDICAL SURVEILLANCE:

SIGNIFICANT WORK ACTIVITIES:

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!

JOB DESCRIPTION:

Job Description
Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions. The position of Customer Service Associate 2 is located in our office at Manila, Philippines. This role is responsible for a variety of sales and customer support activities by providing product and service information, resolving service inquiries and problems for internal and external customers. This job description will be reviewed periodically and is subject to change by management.

Key Areas of Accountability : 

Responsible for all facets of assigned account management including, but not limited to, order fulfillment, open order management, service issues and resolution, while acting as primary liaison between customers and other areas of business. Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status, etc. Provide accurate documentation of all delays and changes made to an order. Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner. Review and respond to all emails with professionalism, accurate information and timely follow up. Properly document customer interactions by recording details of inquiries, complaints, and comments as well as actions taken. Utilize all resources to resolve any issues or potential concerns regarding a customer, product or system. Obtain knowledge of businesses processes to resolve proactively and seek assistance from the leadership team as necessary. Understand and review Credits & Return Goods Authorizations, and Debits. Take note of concerns received from customers and liaise to Support Team or Specialists for resolution. Work with Domestic Customer Service Management in identifying and documenting areas of process changes or improvement. Work with Distribution Centers, supply chain and sales as needed to manage customer expectations and ensure order fulfillment requirements are met. Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, and SharePoint to accurately provide information to all inquiries and follow business guidelines. Execute applicable Quality System processes. Support Sarbanes-Oxley (SOX) compliance. Other duties as assigned 

Job Specification 

Must be proficient in MS Office including Excel, Word and Outlook 
Must have good keyboarding and typing skills 
Must have customer service experience, preferably on phone support/tasks Must be able to multi-task and meet deadlines 
Must be able to work independently and on a team. 
Must be willing to work night shift

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

DIVISION:

LOCATION:

ADDITIONAL LOCATIONS:

WORK SHIFT:

TRAVEL:

MEDICAL SURVEILLANCE:

SIGNIFICANT WORK ACTIVITIES:

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

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

The Allegro team is passionate about providing intelligent solutions that move the world toward a safer and more sustainable future. With more than 30 years of experience developing advanced semiconductor technology, innovation with purpose touches every aspect of our business.  From customer engagement and employee recognition to technology advancement and serving the local communities in which we maintain offices, innovation consistently drives our mission and definition of success. 

ESSENTIAL REQUIREMENTS

• Excellent communication and interpersonal skills

• Ability to work under pressure with a willing-to-learn and “can do” attitude

• Good organizing and planning skills

• Bachelor’s degree in Business Administration, Marketing or a related field (preferred)

• Knowledge of Salesforce and Oracle would be advantageous

• Proficient computer skills (MS Word, Excel, PowerPoint, Outlook)

• Fluent in English language essential (French and/or German language advantageous but not essential)

The Account to Report (A2R) Supervisor will be responsible for the delivery of work of a certain cluster or sub-team under the Account to Report (A2R) function within the established policy and agreed service level. The cluster or sub-team can be a group of countries/entities &/or sub-processes under A2R. The Supervisor will be working under the direction of the  A2R Manager.

Tasks

• Oversee and review A2R transactional accounting, reporting and closing processes for Fixed Assets, Intercompany and General Ledger and ensure that transactions and reports are processed in accordance with Generally Accepted Accounting Principles (GAAP), accounting standards, and Global Accounting Policies
• Monitors leave and attendance of the team and supervises the day-to-day work of the assigned cluster/sub-team.
• Ensures timely and quality completion of all deliverables (including iPace) as per agreed service levels and global targets
• Provide support in A2R operations (including review & approval) particularly for complex transactions or as back up, or during handover/stabilization of newly migrated entities.
• Proactive involvement in determining improvement areas and work with Manager to provide the necessary supervision/leadership to assigned projects/initiatives which may include migration, continuous process improvement & other quality initiatives. Ensure that assigned projects/initiatives are completed on time with quality results.
• Identify, rectify, follow up and resolve issues, define and implement action plans to address root cause, document and monitor issue and error log
• Act as first point of escalation on issues of assigned cluster/sub-team. Lead the issue resolution process and escalate to Manager, as needed. Ensure timely and quality resolution of issues
• Lead the timely reporting and review of KPIs for the assigned cluster/sub-team. Lead in identifying & addressing identified gaps versus KPI targets.
• Develop a high-performing team. Provide the necessary guidance, support, coaching and training to team members.
• Contribute (as member of the leadership team) in the overall management and development of the R2R Tower, including the successful achievement of its goals and objectives.
• Collaborate and build partnership with the retained organization and other internal and global stakeholders to provide transparency of the results of operations, address issues, and provide value-added services, to exceed expectations on the service delivery of the R2R team 

Qualifications and Requirements

• Graduate of Bachelor's degree preferred in Accounting or Finance
• Certified Public Accountant (CPA) license preferred
• Finance and Accounting Experience with solid exposure in:
• General Ledger
• Intercompany Accounting
• Fixed Assets Accounting
• Overall month-end closing
• Reconciliation, Reports and consolidation
• Had previous exposure in handling and managing transitions and/or projects for process improvement
• At least three (3) years in a supervisory role focused on the R2R function 
• With proven results and past successes in crisis management, process improvements, stakeholder management and business partnering
• Proficient in using MS Office product
• With 5 to 8 years working experience in Record to Report
• Minimum three (3) years working knowledge in SAP or any ERP system
• Experience in Shared Services Center/BPO
• Experience in process migration, is a plus.
• Fluency in the English language  

Competencies

Developing and Energizing Others - Able to exhibit a “can-do” approach and inspire associates to excel; use competition to encourage others; develop performance standards and confront negative attitudes; develop a team spirit and create a development plan for every person in the team.

Conflict Management - Able to use a win-win approach to resolve controversy; stay objective and fair when dealing with sensitive situations; maintain constructive working relationships despite disagreement.

Influence & Persuasion - Able to convince others in both positive or negative circumstances; use tact when expressing ideas or opinions; present new ideas to authority figures; adapt presentations to suit a particular audience; respond to objections successfully.

Decision Making & Problem Solving - Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics; review facts and weigh options.

Planning, Prioritizing, & Goal Setting - Able to prepare for emerging customer needs; manage multiple projects; determine project urgency in a meaningful and practical way; use goals to guide actions and create detailed action plans; organize and schedule people and tasks.

Benefits:

• HMO and Life Insurance Eligible on Day 1
• 30 PTOs
• Hybrid-set up

Inquiry Management

• First-line support of employees, managers, and executives for all general HR questions, seeking support in HR policies, processes, self-service transactions, and HR content on the online portal.
• Processes basic to complex HR and benefits transactions and supports the auditing of information
• Document calls and code as appropriate for reporting purposes
• End-to-end ownership for resolving inquiries, as well as for helping employees and managers learn about self-service capabilities.
• Provide accurate and efficient resolutions of issues and inquiries through multiple channels (e.g., phone, email/ticket, live chat, etc.) by following appropriate resolution/assessment methodologies (e.g., investigating and research)
• Utilizing knowledge management tools, educating employees on HR technologies
• Provide timely and reliable employee support that generates a high level of employee satisfaction and inspires confidence through effective communication, expert knowledge, and efficient escalation to resolve issues
• Communicate effectively (written or verbal) matching the style, needs, and level of understanding of the employee to support optimal interaction, through available employee support channels (phone, email, ticket management)

HR Administration

• Expert and skilled end user for Workday and other HR systems and tools
• Manage transaction workflows in the assigned region
• Respond to all employee verification requests and employment reference letters, etc.
• Identify process improvement opportunities focused and improving the effectiveness and efficiency of the Region or GBS Center, as well as sharing best practices with HR operations teams in other GBS Centers as appropriate.
• Recommend process improvements to drive efficiencies, knowledge, and consistencies in our procedures.
• Role may expand to include responsibilities for administration of additional HR processes

QUALIFICATIONS

Critical Experience:

• 6 months to 1-year related experience
• Ability to follow strict policy guidelines and recognize situations requiring call escalation
• Proficiency in Microsoft Office Suite
• Ability to work in a fast-paced environment
• Experience working in a Shared Services environment (HR Shared Services preferred)
• Experience in SAP, Workday (or similar), case management tools (Dovetail or SNOW preferred)
• Strong problem-solving, analytical, and critical thinking skills
• Excellent written and oral communication skills
• Ability to work in a collaborative team environment

Level Description
Professional’ Leveling Guide consists of jobs with a professional nature that require “learned knowledge” most often attained through advanced education and experience. This can include business and/or clinical professionals.

Market Summary
Develops, implements, and maintains human resource information systems associated with the collection, retrieval, accessibility and usage of employee information for Human Resource department planning and activities. Maintains internal database files and tables and develops custom reports. Works with Human Resources personnel to evaluate HRIS software and hardware needs and may design new or modify existing HRIS to meet changing demands.

Impact
• Entry Level position.
• Decisions have a minimal impact on results, productivity and/or expenditures.

Communication
• Interacts with internal stakeholders within own department, as well as external stakeholders which may include clients and customers.
• Influences internal and external parties, who typically have shared interests, to achieve short-term departmental and team objectives. Represents the organization within area of responsibility.

Innovation
• Recognizes and resolves basic, routine, or common problems requiring analytical skills.
• Problems and issues faced are neither difficult nor complex.

Knowledge
• Applies basic theories, skills and practices to accomplish work assignments.
• Typically requires a bachelor's degree without previous experience.

Position: Customer Solutions Consultant

Reporting to: Manager, Customer Solutions

Location: Ortigas Center, Pasig City (Onsite)

Working Hours: Shifting Schedule

Start Date: ASAP

About Aptean

Aptean is a global provider of mission-critical, industry-specific software solutions. At Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Our industry-specific solutions, designed to maximize business value and process efficiency, are at the heart of our customers’ operations. Over 10,000 organizations in more than 20 industries across 80+ countries trust Aptean’s solutions at their core to assist with running their operations. To learn more about Aptean and the markets we serve, visit www.aptean.com.

General Job Summary

The Customer Solutions Consultant is expected to provide application consulting and customer support to Aptean customers. This individual will participate as a member of the Customer Support and Implementation Team to deploy new projects, and/or provide on-going support to their existing installation. He/She will consult with customers in the configuration and usage of application modules, research and resolves problems and issues. Overall, this individual is expected to manage customer expectations and foster positive business relationships with all customers.

Knowledge: A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.

Complexity: Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.

Supervision: Normally receives little instruction on day-to-day work, general instructions on new assignments.

Role and Responsibilities

• Consulting Services
  • Provide consulting services to customers based on Aptean’s service delivery methodology and procedures; services engagements may include implementation consulting, upgrade consulting, training, testing, and/or process improvement consulting.
  • Effectively work on multiple projects simultaneously.
  • Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule.
  • Submit time and expenses punctually each week.
  • Maintain a professional appearance when onsite with customers.
• Incident Resolution
  • Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
  • Take ownership of and follow-through with all priority customer incidents.
  • Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
  • Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
  • Observe trends and recommend improvements to product design, documentation or implementation and create necessary enhancement requests.
  • Work with R&D and product line team to expedite incident resolution and ensure seamless delivery of support service to customers.
  • Determine when issues need to be escalated.
  • Set severity levels with customers.
  • May be assigned escalated tickets.
• Knowledge Management
  • Expand expertise within the product.
  • Attend training sessions offered and use self-study tools; assist with peer training as needed.
  • Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
  • Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
• Communication
  • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
  • Ensure a professional communication manner when in-person or on the phone at all times.
• Additional Duties
  • Participates in system and release testing and QA as needed.
  • Recommend improvements in Customer Solutions policies and procedures.
  • Additional duties as assigned by management.

A Successful Candidate

• Proven track record in providing stellar customer service and technical support
• Outstanding communication skills in the English language – both verbal and written
• Experience working for an ERP company or exposure to using ERP solution is an advantage
• Understands the industry and business environment served by the application
• Basic understanding of relational database concepts and architecture
• Excellent time management and organizational skills
• Strong analytical problem solving and decision-making skills
• Ability to work efficiently and independently and do whatever it takes to get the job done
• Ability to handle difficult or sensitive situations with diplomacy and tact
• Previous working experience using CRM (Salesforce) and/or other ticketing solution

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

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

Job Title

Job Description Summary

Job Description

The Production Design Specialist is responsible for supporting the America’s Production Design Team through the creation of production design deliverables. The role will report directly to a Manila-based Production Design Supervisor and will utilize branded templates to create, manage, and edit high-quality production design materials in support of new and existing business opportunities. Production Design Specialists will coordinate with their Supervisor to ensure the timely completion of requests that align with brand standards.

A successful candidate has a knowledge of marketing design and production processes and demonstrates a proven track record of delivering high-quality deliverables to various requestors.

Core Responsibilities:

The Production Design Specialist will:

• Under general direction, complete template-based, production design deliverables such as proposals, presentations, flyers, and brochures
• Effectively utilize Microsoft PowerPoint, Microsoft Word, and Adobe InDesign to execute requests in a manner aligned with template directions and Cushman and Wakefield brand standards
• Communicate effectively with Supervisors and peer Specialists to understand assigned tasks, requestor expectations, and timelines
• Maintain an eagerness to expand individual skillsets through utilizing company resources and leaning into areas of improvement
• Identify areas of improvement throughout the team, and escalate ideas/solutions accordingly

Experience and Skills:

• Graduate of a multimedia design course
• Demonstrate creative development and production skills
• Fluent in Microsoft Office, competent with InDesign, and familiarity with creating and managing email marketing campaigns
• Excellent time management skills with the ability to shift priorities quickly based on team needs
• Highly organized, with the ability to work on multiple tasks daily while adhering to service level agreements (SLAs)
• Thrives in a creative and collaborative environment, with a strong team-first attitude
• Natural problem solver who is comfortable raising questions, concerns, and areas of improvement to leadership as necessary

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Customer Service Representative, your role is vital in keeping our customers and employees happy and contributing to our organization’s growth and success.

As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.

A SNAPSHOT OF YOUR ROLE

Your day could see you:

·         Working through customer emails – responding to queries

·         Answering customer live chats regarding the same queries and requirements as done in the emails

·         Putting independent problem-solving skills to work, making sound decisions in assessing the customers’ needs by giving accurate information.

·         Understanding all the business and products’ aspects to provide proficient support.

·         Handling all requests with due skill and care.

·         Demonstrating strong verbal and written communication skills, including appropriate grammar and punctuation.

·         Promoting and demonstrating Acquire’s values internally and externally.

A BIT ABOUT YOU

·         Excellent in customer service.

·         With excellent English communication, listening and organizational skills.

·         With a high-level of PC competence, typing skills and accuracy.

·         A CSAT champion/top performer.

·         With a knack for multi-tasking.

·         Able to solve problems and work under minimal supervision.

·         Adept in learning new workflows and task

WHAT SUCCESS LOOKS LIKE

·         High customer satisfaction and efficiency rating.

·         Excellent feedback from customers.

·         Achievement of KPIs.

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:

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Customer Service Representative, your role is vital in keeping our customers and employees happy and contributing to our organization’s growth and success.

As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.

A SNAPSHOT OF YOUR ROLE

Your day could see you:

·         Working through customer emails – responding to queries

·         Answering customer live chats regarding the same queries and requirements as done in the emails

·         Putting independent problem-solving skills to work, making sound decisions in assessing the customers’ needs by giving accurate information.

·         Understanding all the business and products’ aspects to provide proficient support.

·         Handling all requests with due skill and care.

·         Demonstrating strong verbal and written communication skills, including appropriate grammar and punctuation.

·         Promoting and demonstrating Acquire’s values internally and externally.

A BIT ABOUT YOU
·         Excellent in customer service.

·         With excellent English communication, listening and organizational skills.

·         With a high-level of PC competence, typing skills and accuracy.

·         A CSAT champion/top performer.

·         With a knack for multi-tasking.

·         Able to solve problems and work under minimal supervision.

·         Adept in learning new workflows and task

WHAT SUCCESS LOOKS LIKE
·         High customer satisfaction and efficiency rating.

·         Excellent feedback from customers.

·         Achievement of KPIs.

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.

A transparent team can help each with other.

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

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.

Job Description

The Client Service Rep is responsible for providing support to clients of Compliance Services.  The Compliance Services team provide services to the pharmaceutical and med device industries.  Work including Transparency Support and Outsourcing, Grants Management, HCP Screening and Tiering, and HCP Contracting.  Our teams need to provide service that is very accurate, timely, and with good customer service. 

The Client Service Rep delivers work every day using our proprietary software.  For that reason, comfort using technologies is critical.  Detailed process orientation and superior communication skills is very important.  Experience with pharmaceutical compliance regulations is helpful but not required.  Experience with legal contract concepts is helpful.      

Responsibilities:

• HCP Contracting

• After getting system generated requests, develop contract for HCPs using given templates.
• Communicate with the HCP regarding contracts, obtain signatures, answer questions.

• General

• Effectively communicates requests for required information (e.g., missing information, clarification of information, documentation)
• Provide updates to team management on status of work, and issues addressed.
• Ensure work delivered is of good quality.
• Adherence to various policies (i.e. confidentiality, sensitive communication, intellectual property)

Competency Requirements

• Proficiency in MS-Office, Word, Excel, and Outlook
• Comfortable using various technologies to perform work.
• Good organizational skills and ability to meet deadlines working within a time sensitive environment
• Ability to multi-task and prioritize
• Superior customer service
• Excellent communication and interpersonal skills, with the ability to build strong relationships internally and work within a team environment
• Background in Pharmaceutical compliance desirable, but not mandatory

Education, Skills, Experience Desired

• Bachelor’s degree or equivalent
• Contracts Management experience is a plus
• 3 to 5 years related work experience

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

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