Homeschool Global Philippines - Family Support Officer

AnchorEd; Philippines; Híbrido; PHP 279 000 - 424 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Government-mandated benefits (SSS, Pag

HMO coverage upon regularization

Laptop loan program

Tuition support and scholarships

Hybrid schedule

Resumo da oferta

AnchorEd is seeking a frontline support specialist to assist families with records requests, manage inquiries across multiple channels, and ensure timely resolutions in line with SLAs and SOPs. The role emphasizes accuracy, confidentiality, and collaboration with cross-functional teams.

The ideal candidate holds a bachelor’s degree and at least 1 year in customer service or BPO, with strong organizational and communication skills. Hybrid work setup and comprehensive benefits are provided.

Qualificações

• Bachelor's degree requirement in business, education, or related field.
• At least 1 year of experience in customer service or BPO.
• Proficient with office software and CRM/ticketing systems.

Responsabilidades

• Provide frontline support and guide customers on requests and concerns.
• Handle inquiries across channels adhering to SLAs and SOPs.
• Acknowledge complaints, provide initial resolution, and escalate when needed.
• Maintain 24-hour SLA for first response and contact resolution.
• Coordinate with teams to resolve blockers and ensure accurate records.

Conhecimentos

Customer service

BPO experience

Organizational skills

Communication skills

Interpersonal skills

Data management

Attention to detail

Teamwork

Independent work

Adaptability

Formação académica

Bachelor's degree in Business Administration, Education, or a related field

Ferramentas

Microsoft Office Suite

Google Workspace

CRM

Ticketing system

Student Information Systems (SIS)

Descrição da oferta de emprego

To provide frontline support to families by addressing their inquiries, resolving concerns, and ensuring timely and efficient service delivery in adherence to SLAs and SOPs, resulting in customer satisfaction.

Key Responsibilities:

Customer Assistance and Frontline Support

• Act as frontline support, assisting and guiding customers with requests and concerns, primarily related to Records.
• Handle inquiries across various communication channels (phone, email, in-person, etc) adhering to SLAs and SOPs
• Acknowledge customer complaints, provide initial resolutions, and elevate issues when necessary.
• Other tasks may be assigned from time to time

Ticketing and Process Management

• Ensure smooth processing of requests and maintain a 24-hour SLA for first response and contact resolution.
• Support families with record processing and documentation while ensuring accuracy, confidentiality, and compliance with organizational policies.
• Assist in furnishing and preparing documents to meet the requirements.
• Coordinate with the relevant teams to address and resolve blockers, such as missing or incomplete documentation, ensuring smooth processing of requests
• Maintain accuracy and confidentiality in managing customer records and documentation.
• Other tasks may be assigned from time to time

Communication Support

• Ensure that families receive accurate and timely updates regarding records requests.
• Provide clear communication about document availability and service-related processes in compliance with SOP
• Assist in ensuring that all payments related to document/records requests are communicated and settled.
• Other tasks may be assigned from time to time

Qualifications:

Educational Background:

• Bachelor's degree in Business Administration, Education, or a related field

Work Experience:

• At least 1 year of experience in customer service, the BPO industry, or a related field.

Technical Skills:

• Proficient in using office software (Microsoft Office Suite, Google Workspace)
• Knowledge of customer relationship management (CRM), ticketing system, tools, or student information systems (SIS).

Additional Requirements:

• Strong organizational and time management skills.
• Excellent communication and interpersonal skills.
• Detail-oriented with a strong commitment to confidentiality and accuracy.
• Ability to work independently and as part of a team.
• Adept at organizing and retrieving large volumes of data efficiently
• Comfortable working in a dynamic and fast-paced environment
• Experience in document management and editing processes, ensuring compliance with standards.Strong organizational skills for managing multiple cases, requests, and documentation effectively.

Work Set up:

• Hybrid schedule Monday to Friday
• Flexible to work overtime during peak times, such as the start of the school year, graduations and enrollment periods

What's in it for you at AnchorEd?

We believe in taking care of our team members not just at work, but also in life, family, health, and growth. Here's what you can look forward to when you join us:

Growth & Stability

• Government-mandated benefits (SSS, PhilHealth, and Pag-IBIG) from Day 1
• Vacation Leave and Sick Leave upon regularization
• Educational support and career development opportunities aligned with your role and growth path
• Company-issued laptop upon onboarding to support your day-to-day work, plus access to a subsidized Laptop Loan Program for team members who wish to purchase or upgrade their personal preferred unit, subject to company guidelines.
• HMO coverage upon regularization
  Choose between:
• Higher individual coverage, or
• Coverage for you plus one eligible dependent
  HMO benefits also include:
• Optical reimbursements
• Maternity cash assistance

Family-Centered Benefits

• Up to 100% Base Tuition Fee scholarship for enrolled children of team members
• Additional scholarship discounts for siblings, nephews, and nieces
• Paid Wedding Leave
• Maternity and Paternity Leave in accordance with Philippine labor laws

Learning & Development

• Opportunities for further studies with tuition support for approved programs related to your career path
• Leadership and professional development programs designed to help you grow personally and professionally

More Than Just Benefits

At AnchorEd, we value meaningful work, purpose-driven education, servant leadership, and a people-first culture where growth, faith, and excellence come together.

Join a team where your contribution matters — and where you can grow both professionally and personally.