Total 15 Customer Service job vacancies in san pablo city laguna

NIQ Customer Service team is focusing on building positive customer experiences by offering outstanding customer-centric servicing and support to uncover insights on consumer buying behavior, in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutioning.

Responsibilities

• Support team in managing in-market complex customer queries, build apt hypothesis and bring prompt resolution with data support and effective communication.
• Work closely with in-market Consulting, Analytics & Insights team, Operations and Data Science, Global customer Service Centre to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes.
• Create an environment to encourage and drive solution mindset and to leverage best practices.
• Enhance servicing efficiencies through planning and execution of client engagement model to attain acceptable client (NPS) satisfaction scores.
• Measure emerging issues and quality trends, flag out areas of improvement on a regular basis, and share with respective teams for improvement.

A Little about You

Curiosity drives your interest in what moves the market. You find potential in percentages. Managing time and deadlines comes naturally to you. You’re known for your impeccable organization. Connecting with key internal stakeholders and clients matters to you, and that motivates you to take initiatives and continue seeking streamlined approach. Embracing utilization of digital and cloud services. You’re always looking for what’s next. 

Job Brief:

This role is primarily responsible for providing routine transactional support on assigned time and labor processes to ensure the accurate posting of timecard transactions based on standard processes and in compliance with relevant regulations & policies.

Responsibilities & Duties

• Performs assigned tasks related to timesheets such as compiling, reviewing, and posting of timekeeping data.
• Reviews timesheets and verifies attendance or hours worked.
• Provides support on the weekly close process to ensure accurate posting of timecard transactions.
• Run nightly revenue process.
• Answers simple timekeeping inquiries using company systems based on established guidelines and standard processes.
• Prepares reports such as post-payroll reports based on the stakeholder’s requirements.
• Escalates identified issues and concerns to the Team Lead for timely resolution.
• Maintains the SOP/DTP of current processes and incorporates documentation updates as required.
• Performs multiple routine tasks in compliance with service level agreements, process, policies, and procedures.
• Gathers information and documentation to assist in investigating and resolving issues within the assigned process.
• Perform ad hoc tasks as requested or assigned.

Qualifications & Requirements

Minimum Requirements

• Bachelor’s degree or at least 2 years of relevant work experience.
• Intermediate proficiency in MS Office tools 
• Basic knowledge and understanding of Timekeeping processes and procedures.
• Experience working in an outsourcing, shared services, or similar model with compensation-related roles or other similar functions is preferred.
• Basic knowledge in using Oracle, ADP, ServiceNow, or other similar platforms and tools is preferred.

Attributes

•  Ability to effectively communicate and collaborate within a specific group of internal and external customers. (Communication)
• Ability to maintain good customer relationship with the ability to understanding and respond to customer needs and requirements. (Customer Service)
• Ability to be thorough and meticulous in completing assigned reports, tasks, and documentation. (Attention to Detail)
• Ability to address basic process issues and may suggest applicable solutions. (Problem Solving)

• Assists, greets, and welcomes guests by responding to their inquiries and needs, and provides services aligned with hotel standards.
• Helps check in and check out guests with efficiency and accuracy of data and billing,
• Ensures presence on the reception desk, and coordinates with different departments depending on guests' needs.

A Business Support Manager is a senior-level professional who oversees the planning, coordination, and implementation of business support activities to ensure the smooth operation of an organization's business processes. The primary responsibility of a Business Support Manager is to lead and manage a team of Business Support Analysts and other support staff to deliver high-quality support services to various business units.

Key Responsibilities:

• Manage budgets and financial resources, ensuring that expenses are controlled and allocated efficiently.
• Build and maintain relationships with key stakeholders, including business leaders, team members, and external partners.
• Oversee the development and implementation of process improvements, working closely with business leaders and stakeholders to identify areas for improvement.
• Develop and implement business plans, strategies, and goals to support the organization's overall objectives.
• Develop and maintain effective communication channels with stakeholders, including regular reporting, progress updates, and issue resolution.
• Lead change management initiatives, ensuring that changes are implemented smoothly and with minimal disruption to operations.
• Ensure that quality standards are met, conducting regular audits and assessments to identify areas for improvement.
• Collaborate with other departments, such as Finance, and Human Resources, to ensure that business support activities align with organizational objectives.
• Identify and mitigate risks associated with business support activities, ensuring that the organization is protected from potential threats.

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Sr. Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services, in this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
• Ensure proper and timely escalation of issues to meet internal and external expectations.
• Identify opportunities and recommendations for continuous process improvement.
• You are expected to deliver service excellence and maximize customer satisfaction.
• Work with the external team to stay updated on product and service knowledge.

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• 3 years of customer service experience (may it be email, phone, or chat support).
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Excellent reading comprehension, and verbal, and written communication skills.
• Strong and effective phone contact handling skills.
• An ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Knowledge and experience with Intercom CRM is a plus.
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• The ability to accept feedback gracefully and with an open mind.
• Intermediate understanding of common Customer Experience best practices.
• Customer orientation and ability to adapt/respond to different types of characters.

• Health Insurance
• Training & Development
• HMO on-day-one
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO 

• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

YOU HAVE…

• 6 months to 1 year of customer service experience (may it be email, phone, or chat support)
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent reading comprehension, verbal, and written communication skills
• Strong and effective phone contact handling skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Intermediate understanding of common Customer Experience best practices
• Customer orientation and ability to adapt/respond to different types of characters

• Health Insurance
• Training & Development
• HMO on-day-one
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

Primary Responsibilities
•Troubleshoots and corrects daily disruptions to productivity.
•Ensures that the GBS Asia provides a high level of service to the Affiliate operations based on the Statement of Work.
•Manages the staff operations and administration for the GBS program, including optimizing shift schedules, according to Affiliate needs.
•Proactively manages performance, throughput, utilization, and quality via established KPIs, alerting program leaders of deficiencies in a timely manner.
•Main GBS Asia point of contact for Affiliates regarding all operational issues.

Specific Responsibilities
▪At all times, complies with SGS Code of Integrity and Professional Conduct.
▪Manages the process for and participates in the recruitment of the new GBS staff on behalf of Lab Affiliates with operations housed in GBS Asia facilities.
▪Ensures that the working conditions are provided and maintained, including office space, computers, desks, etc. Troubleshoot and initiate corrective and/or improvement actions as needed to ensure local operations integrity is maintained.
▪Maintains a working knowledge of all analytical procedures in the lab sections being supported by the team.
▪Organizes, manages and perhaps participates in staff training requirements, opportunities and schedules in coordination with Lab Affiliates.
▪Manages staff schedules, including shift schedules, attendance and time off requests in coordination with Lab Affiliates managers.
▪Supports all GBS Technical Coordinators in their management of daily work assignments and delivery performance.

Supports Lab Affiliates with annual performance reviews of GBS lab staff housed under GBS Asia, especially access to or entry into the local TalentForce system.

▪Ensures that systems in place to compile, monitor and report KPIs as outlined in the Statement of Work are properly accessed, functioning and updated.
▪Assists in the implementation of specific operational improvements as identified by the Lab Affiliate manager. These projects will focus on the improvement of quality, efficiency, accreditation compliance, communication and technical improvement.
▪Looks for local GBS efficiency gains by being aware of new tools and reviewing existing procedures.
▪Participates in regular calls with the Global Process Owners (GPOs) and Lab Affiliate managers in order to discuss operational issues, plans, etc.
▪Represents the Lab Support program internally within GBS Asia and the global business lines.
▪Facilitates and hosts visitors from SGS Global and Lab Affiliates as needed.
▪Reviews and provides any corrections to monthly expense reports to the Lab Affiliates using the services of GBS Asia
▪Ensures all GBS operations are fully coordinated and compliant with the GBS Lab Support Program Manager.
▪Ensures work area in GBS is kept clean and presentable at all times.
▪Remains familiar with SGS quality assurance procedures.
▪Complies to all SGS QHSE and HR policies and procedures.

SCOPE OF POSITION

Ensure customer service expectations are met, especially as they relate to data quality and integrity.  Orchestrate and engage our network  to ensure customer KPI and visibility requirements are effectively communicated and actioned. 

REPORTING STRUCTURE

There are two potential reporting lines.  1. reports directly into a GAM director if ASM is dedicated to a Global Account. 2. reports directly into a Customer Retention & Development Manager of their host branch.

PEER POSITIONS

Account Manager, Customer Business Analyst, AR Specialist

JOB EXPECTATIONS & KEY RESPONSIBILITIES

• Dedicate yourself to the success of Expeditors’ and the customer using ethical business practices, personal commitment, passion, sacrifice and an obsession with the fundamentals of running the business.
• Ensure customer expectations are documented within the customer SOP and executed within our operational teams.
• Provide reporting and visibility tools to the customer.
• Drive process improvement throughout your district and network.
• Maintain & update SOP’s which includes, but not limited to, rates, KPI expectations, and general customer service requirements.
• Manage spot quotes or quoting desk when applicable.
• Serve as a point of escalation within our network.
• Ensure proactive communication to customers on service irregularities.
• Track shipments and in transit monitoring (both at origin & destination) when needed.
• Provide communication to customers on out of scope shipments.
• Initiate and own CAPA management (corrective action plan) when needed, and identify improvement areas in order to eliminate issues from repeating themselves.
• Design, set up and maintain any ad hoc reporting requests.
• Ensure data is accurate, timely and complete.
• Manage F2F shipments – if applicable.
• Monitor billing and receivables and assist with collections when needed.
• Provide assistance in resolution of claims and disputes.
• Be involved with EDI resolution & EDE management when needed.
• Own the T&I process for new business segments for existing customers if applicable.
• Support customer business review preparation by running appropriate reports; help identify and communicate trends, and improvement opportunities through analysis.
• Ensure CRM family trees, and customer organizations are up to date.
• Escalate through the appropriate channels when customer is at risk.
• Pass on sales leads or other opportunities when uncovered.

MEASUREMENT OF SUCCESS

• Customer KPIs are being met
• Customer satisfaction
• Financial performance of customer (clean AR, healthy margins, revenue growth)
• Delivery of process improvements

Provide internal communications support for Client Care, working with Communications Consultant and senior management to develop and implement an internal communication strategy.
Provide support for Manila site communications as needed.
Manage the Client Care SharePoint site and Viva Engage - sourcing content, developing compelling stories and incorporating the corporate and People Experience (PX) messaging throughout.
Assist in organizing and provide support for key meetings and employee events, such as employee and management town hall meetings including developing presentations, notifying participants, coordinating logistics and scheduling guest speakers.
Develop editorial content -- written, audio and visual for posting on internal communications platforms.
Manage special projects independently and across the Client Care organization.
Develop, implement and manage other internal communication programs as needed.
Performs other related duties as assigned
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

• Support the functionality of Genesys WFM software (forecasting, scheduling, and maintenance)
• Analyze contact center performance data and provide recommendations to balance performance and support effective decision making
• Forecast long term and short term contact volume and staffing
• Maintain data points that promote accurate forecasting and understand drivers that produce anomalies
• Provide schedule recommendations for new hire training classes and optimized off-phone activities
• Establish and maintain relationships with a broad base of stakeholders (i.e. Command Center, Leadership, Executives, etc.)
• Lead meetings with Operations Teams to align and review performance and planning
• Review requirements for new tools
• Work with other WFM team members to balance workload and ensure deliverables are met
• Ad-hoc WFM duties as assigned

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

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team, united by our desire to connect diverse people with shared values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Technical Support Specialist, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client’s products and services. In this position, you will collaborate with various teams in handling the customer's needs to provide excellent customer service promptly and professionally. 

WHY DO WE WANT YOU

We are looking for impact-driven individuals passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT YOU’LL DO

• Compose thoughtful, personalized responses to a variety of customer requests
• Triage incoming requests and spot trends in customer issues to flag for the wider team
• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Log, manage, and follow up on all customer support tickets
• Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
• Perform ad hoc tasks when requested by the client
• Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting 
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction 

• Proactive and self-motivated

• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team. 

• Amenable to work on rotating shifts

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• At least 3 years of working experience in Technical Support is required
• Excellent English communication skills
• Willingness to learn about how networks and IT technology behave and operate
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of characters

• Health Insurance
• Training & Development
• HMO
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As the Tech Team Captain, you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent, as well as coordinate with clients from time to time. 

You will ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, and ensure overall client satisfaction. You will work with software or engineering teams.

WHY DO WE WANT YOU

We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic. 

WHAT WILL YOU DO

People Development

• Identify growth and development opportunities for team members to enable career progression and self-development
• Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
• QA Audits to ensure performance is met
• Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be

Team Management

• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases

• Ensure that team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets through product/service training
• Determining project requirements and developing work schedules for the team.
• Delegating tasks and achieving daily, weekly, and monthly goals.
• Liaising with team members, management, and clients to ensure projects are completed to standard.

Internal Coordination

• Identifying risks and forming contingency plans as soon as possible.
• Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.
• Keeping up-to-date with industry trends and developments.
• Updating work schedules and performing troubleshooting as required.
• Motivating staff and creating a space where they can ask questions and voice their concerns.
• Being transparent with the team about challenges, failures, and successes.

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints
• Identify opportunities for continuous improvement and scaling growth.
• Writing progress reports and delivering presentations to the relevant stakeholders.

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Passionate about developing people and scaling teams
• Excited about learning and developing relationships with clients
• Analytical and a problem solver
• Fluent and articulate with strong writing skills and clear presentation abilities - persuasive but empathetic
• Able to multitask and prioritize
• Adaptable to change and attentive to detail
• Able to work well in a team environment
• Able to reduce frustration on heated topics by being solutions-oriented
• Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions

YOU HAVE…

• Bachelor’s degree in computer science, engineering, or a related field.
• Relevant Management certification may be required.
• Experience in a similar role would be advantageous.
• Excellent technical, diagnostic, and troubleshooting skills.
• Strong leadership and organizational abilities.
• Willingness to build professional relationships with staff and clients.
• Excellent communication, motivational, and interpersonal skills.
• Desire to teach new customers about the platform.
• Ability to answer product and technical questions.
• Comfort working independently, given time zone differences.
• Familiarity with  APIs, email infrastructure, DNS, HTML, CSS, and javascript.
• Nice to have experience with JIRA or Zendesk.
• Nice to have previous experience in a B2B technical support role at a SaaS company.
• Nice to have experience with email, push, or SMS platforms.

• Health Insurance
• Training & Development
• HMO
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

Position Summary

Global Client Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.

Job Scope

This is a mid-level professional role with progressive responsibility as experience grows.  This role serves as a functional/technical specialist, working independently with guidance only in complex and unconventional situations.

Responsibilities

• Manage activities, requests for support and information, and operational issues for Visa’s Global clients and processors in a 24x7 support model using shared services best practices to align with client and internal expectations. 
• Manage client inquiries using case management tool, live chat and voice support service.
• Coordinate input from clients and internal organizations as needed.  Perform work with a high degree of excellence, maintaining established service level objectives for completion.
• Manage an efficient and timely process, ensuring proper documentation for audit purposes.
• Identify key process improvement and client training/retraining opportunities based on inquiry trends and any operational pain-points
• Identify opportunities to improve forms, processes, and hand-offs to expedite and improve service delivery
• Deliver timely and accurate monthly reports to global and regional stakeholders, identifying and speaking to any variances and trends.
• Manage documentation in SharePoint, Microsoft Dynamics, and other data repositories.
• Build and enhance positive working relationships with internal and external stakeholders.
• Must be able to take the initiative to resolve problems and meet deadlines for assigned work, coordinating and collaborating with internal Visa resources to ensure delivery on commitments.

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

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team, united by our desire to connect diverse people with shared values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Technical Support Specialist, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client’s products and services. In this position, you will collaborate with various teams in handling the customer's needs to provide excellent customer service promptly and professionally. 

WHY DO WE WANT YOU

We are looking for impact-driven individuals passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT YOU’LL DO

• Compose thoughtful, personalized responses to a variety of customer requests
• Triage incoming requests and spot trends in customer issues to flag for the wider team
• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Log, manage, and follow up on all customer support tickets
• Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
• Perform ad hoc tasks when requested by the client
• Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting 
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction 

• Proactive and self-motivated

• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team. 

• Amenable to work on rotating shifts

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• At least 3 years of working experience in Technical Support is required
• Excellent English communication skills
• Willingness to learn about how networks and IT technology behave and operate
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of characters

• Health Insurance
• Training & Development
• HMO
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

Passionate about the world of tech?

What if you had a chance to be a part of the world’s leading SaaS, Software, or Hardware solutions?

Join our team as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals with our People First management approach.

Excited? Let’s see what it takes