Call Center Associate

Bon Secours; Taguig; Hybrid; PHP 335,000 - 469,000; Full time

Benefits offered by this job

HMO coverage

Work From Home allowance

Connectivity allowance

Wellness allowance

Leave benefits

Job summary

Bon Secours Mercy Health is seeking a Customer Service Representative to provide frontline support for supply-chain related inquiries in a high-volume service center. You will respond to order, shipment, and invoice questions, document interactions, and ensure policy and SLA alignment.

Role requires 1 year of call center experience, a business-related degree, and familiarity with MS Office, ERP systems, and supply-chain tools.

Qualifications

• Bachelor’s degree in business or related field is required.
• 1 year call center / customer service experience required.
• Preferred experience in hospital procurement and healthcare supply chain.
• Strong skills in MS Office, databases, BI tools, and ERP systems with focus on supply chain modules.

Responsibilities

• Handle inbound/outbound customer contacts via phone, email, and service tickets.
• Research and resolve issues related to orders, shipments, invoices, and backorders.
• Document interactions and resolutions in ticketing and ERP systems with accuracy.
• Monitor queues to meet service level standards and maintain availability.
• Coordinate with suppliers, buyers, and internal stakeholders to fulfill orders.

Skills

Microsoft Office

Database

BI Tools

ERP systems

Supply Chain modules

Education

Bachelor’s degree in business related course or other related courses

Tools

CISCO Phone System

Hyland OnBase

Microsoft Word

Microsoft Excel

Job description

Thank you for considering a career at Bon Secours Mercy Health!

Scheduled Weekly Hours: 40

Work Shift: 9pm to 6am (Philippines)

Job summary

The Customer Service Representative (CSR) provides frontline, transactional customer service support to internal and external customers in a high-volume, service center environment. Serving as a first point of contact, the CSR responds to inquiries related to supply chain, procurement, and order fulfillment activities by researching issues, resolving requests, and routing matters as appropriate. The role is accountable for delivering timely, accurate, and consistent service; documenting customer interactions; and ensuring adherence to established policies, procedures, service-level standards, and legal and ethical requirements. The CSR supports efficient operations and continuity of service by coordinating with internal partners and external vendors and by identifying opportunities for process improvement.

Essential functions

• Applies established policies, procedures, and escalation protocols when resolving issues; seeks guidance when matters fall outside defined authority or require additional review.
• Receives and responds to inbound customer contacts, including phone calls, emails, and service tickets, and assumes accountability for resolving inquiries or referring issues to appropriate internal partners in accordance with established procedures.
• Documents customer interactions, issue details, and resolution actions accurately and completely in the ticketing and enterprise systems, ensuring data integrity and traceability.
• Monitors assigned call and ticket queues to support timely response and compliance with established service-level standards; maintains personal availability and schedule adherence to meet operational needs.
• Researches and resolves issues related to orders, shipments, invoices, purchase orders, backorders, returns, and related supply chain activities, including time-sensitive or expedited requests, to minimize operational disruption.
• Ensures individual actions align with legal, ethical, financial, and operational requirements and supports sound business practices in all customer interactions.
• Utilizes enterprise systems and tools (including ERP and materials management systems) to research issues, update records, and provide reliable information to customers in a timely manner.
• Coordinates with suppliers, buyers, and internal stakeholders to resolve discrepancies, confirm order acknowledgments, address invoice issues, and support effective order fulfillment.
• Identifies recurring issues, service barriers, or process inefficiencies and provides feedback or recommendations to leadership to support continuous improvement efforts.
• Collaborates effectively with colleagues, maintains professional working relationships, and contributes to an always improving, positive, and service-oriented team environment.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Education

• Bachelor’s degree in business related course or other related courses (required)

Experience

• 1 year Call center / Customer Service-related experience (required)
• 1 year of experience in hospital procurement (preferred)
• 1 year of experience in healthcare supply chain (preferred)

Skills and abilities

Training

• Strong skills in Microsoft Office, Database, BI Tools, and ERP systems, specifically Supply Chain modules (required).
• Supply Chain information systems, preferably Workday (preferred)
• Experience with Call Center tools including but not limited to CISCO Phone System, Microsoft Word, Microsoft Excel, Hyland OnBase and ticket logging systems (preferred)

As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance
• One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances
• Paid vacation and sick leave
• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions
• Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need)
• Mission-driven culture events, community outreach and service opportunities
• Learning and development programs, mentorship and clear career growth pathways
• Modern, collaborative office spaces and regular engagement and culture-building activities

Benefits may vary based on employment terms and role.

Department:

Supply Chain - GPO - BSMH Global Business Systems

It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment.

All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law.

We are committed to providing an inclusive workplace free from unlawful discrimination and harassment.

If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at @bsmhealth.org. We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.