Customer Service Representative l 3-months Contract - Clark, Pampanga

MVP Asia Pacific Inc.; Mabalacat; On-site; PHP 201,000 - 357,000; Full time

Job summary

MVP Asia Pacific Inc. is seeking a proactive team member to support customer service, scheduling, and administration in a dynamic environment. You will handle inbound support, coordinate with Delivery Partners, and ensure on-time completion of work orders.

The role requires 0-2 years of experience, strong English communication, and familiarity with Excel, CRM tools, and siteTRAX. Team collaboration and adaptability are essential in a fast-paced setting.

Qualifications

• 0-2 years’ experience in customer service, scheduling, or administration.
• Experience servicing customers over the phone.
• Experience in telecommunications industry.
• Experience handling international customers.
• Experience monitoring service orders and updating a CRM.
• Proficient in Excel and Microsoft Office.
• Experience scheduling work to contractors.
• Ability to use siteTRAX.

Responsibilities

• Monitor and update tickets to schedule work for Delivery Partners.
• Call customers to pre-arrange delivery and on-site visits.
• Identify opportunities to move scheduled work forward when possible.
• Schedule work aligning skills, geography, and client KPIs.
• Provide inbound support to technicians, clients and the public.
• Monitor tickets in relevant systems and ensure timely completion.
• Escalate blockages to senior team members promptly.
• Perform other duties as directed by management.

Skills

Customer service

Time management

Communication

Teamwork

Problem-solving

Tools

Excel

Microsoft Office

CRM system

siteTRAX

Job description

Job Description:

• Monitor and update the company’s bespoke software Sitetrax and client systems to schedule tickets of work.

• Call customers (precalling) and arrange times for Delivery Partners to go on site.

• Identify and action pull forward opportunities to bring scheduled work forward where capacity allows.

• Schedule work to Delivery Partners who have the correct skills, capabilities and geography in alignment with key client KPIs and deliverables.

• Provide inbound support to technicians, clients and members of the public through the phone support queues.

• Monitor tickets of work and update information sent by Delivery Partners in the relevant systems to ensure a timely completion of each job.

• Support a one programme, providing coverage Monday to Friday.

• Escalate any blockages or exceptions to senior team members in a timely manner.

• Other reasonable duties as directed by the Team Leader or Host Manager that fall within the team’s remit.

General:

• Work effectively in an agile environment, adapting to shifting priorities, collaborating across functions and all levels of the organisation.

• Attend and constructively participate in team and company meetings.

• Escalate all appropriate matters to the Host Employee or Host Manager or other appropriate company employee on a timely basis.

• Adhere to relevant company policy or procedures.

• Adhere to relevant company policies and procedures including Human Resources and Health and Safety policies and procedures.

• Perform other reasonable duties as requested by management.

Qualifications:

• 0-2 years’ experience in customer service, scheduling, or administration.

• Previous experience servicing customers and clients over the phone.

• Experience working in the telecommunications industry.

• Experience in providing customer service of international customers.

• Experience in monitoring service orders and updating information in a CRM system.

• Experience in Excel and Microsoft Suite of products.

• Experience scheduling work to contractors.

• Ability to use the relevant functionality of siteTRAX.

• High level of administrative support.

• Intermediate or advanced English speaking and writing skills.

• Ability to operate effectively in an agile and fast-paced work environment.

• Problem-Solving: Able to use problem-solving skills to effectively resolve connection issues for customers and technicians.

• Time Management: Competent in completing daily KPIs involving calls to customers and technicians.

• Teamwork: Cooperate with the team to achieve overall KPIs and assist with other duties when required.

• Communication: Communicate and engage confidently with various stakeholders inside and outside the business.

• Interpersonal Skills:

  • Able to show empathy to customers when issues arise with their connections.

  • Demonstrate effective conflict resolution with customers and open to their feedback.

  • Patient and tolerant when a customer is not quite understanding the process around their connection.

  • Tolerant of other cultures and beliefs.