Learning Support Officer (Office based)

Outsourced; Quezon City; On-site; PHP 480,000 - 600,000; Full time

Job summary

Outsourced.ph in the Philippines seeks a highly organized and proactive Learner Support Officer to join our team. The ideal candidate has extensive BPO experience handling international accounts, excellent English communication, and a proven ability to multitask in a fast-paced environment.

The role involves supporting Australian learners, managing administrative processes, coordinating with internal teams, and ensuring timely and professional learner support.

Qualifications

• BPO experience with international voice and non-voice accounts (min 3 years).
• English proficiency at least B2, C1 preferred, with strong written and verbal skills.
• Ability to multitask across learner inquiries, calls, emails and chats while maintaining accuracy.
• Ability to prioritise tasks and meet deadlines under high workload.
• Strong documentation and data entry accuracy.
• Proficient with Microsoft Office, Google Workspace, CRM systems and similar tools.
• Able to identify solutions, handle learner concerns professionally and escalate when needed.
• Quick to learn new systems and work independently with minimal supervision.
• Collaborate effectively with colleagues and management, taking ownership of tasks.
• Willing to work onsite in the Philippines aligned to Australian business operations.

Responsibilities

• Support Australian learners with timely, professional assistance.
• Handle administrative processes and learner records efficiently.
• Coordinate with internal teams to resolve learner issues.
• Maintain high levels of accuracy and courteous communication across channels.

Skills

BPO Experience

English Proficiency

Multitasking

Time Management

Attention to Detail

Technical Proficiency

Problem Solving

Adaptability

Teamwork

Onsite Availability

Tools

Calendly

Monday.com

aXcelerate

Slack

Job description

About Us

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Job Summary

We are looking for a highly organised, proactive, and detail-oriented Learner Support Officer to join our team in the Philippines.

The ideal candidate should have extensive BPO experience handling international accounts, excellent English communication skills, and the ability to multitask effectively in a fast-paced environment.

The role involves supporting Australian learners, managing administrative processes, coordinating with internal teams, and ensuring timely and professional learner support.

Required Qualifications

• BPO Experience: Minimum of 3 years of BPO experience handling international voice and non-voice accounts, with proven experience in both phone-based customer support and written communication.
• English Communication Proficiency: Minimum B2 (Upper-Intermediate) English proficiency, with C1 (Advanced) strongly preferred. Must demonstrate excellent verbal and written English communication skills, including professional email writing, active listening, and confident phone communication.
• Strong Multitasking Skills: Proven ability to manage multiple learner enquiries, calls, emails and chats, administrative tasks, and follow-ups simultaneously while maintaining accuracy and efficiency.
• Organisational and Time Management Skills: Ability to prioritise competing tasks, meet deadlines, and manage high workloads effectively.
• Attention to Detail: Strong accuracy in documentation, data entry, record management, and administrative processing.
• Technical Proficiency: Comfortable using Microsoft Office, Google Workspace, CRM systems, and other digital platforms.
• Problem-Solving Skills: Ability to handle learner concerns professionally, identify solutions, and escalat issues appropriately.
• Adaptability and Initiative: Quick to learn new systems, proactive in completing tasks, and capable of working independently with minimal supervision.
• Teamwork and Accountability: Able to collaborate with colleagues and management while taking ownership of assigned responsibilities.
• Onsite Availability: Must be willing and able to work onsite in the Philippines, following a schedule aligned with Australian business operations.

Preferred Qualifications (Good to Have)

• Australian Account Experience: Previous experience handling Australian customers or supporting Australian-based organisations is an advantage but not required.
• ESL Background: Experience in English as a Second Language (ESL) teaching, tutoring, training, or learner support.
• Education Industry Experience: Previous experience in student services, learner support, academic administration, or education-related organisations.
• Familiarity with Key Platforms: Experience using any of the following tools is an advantage:
• Calendly – Appointment scheduling and coordination.
• com – Task management, workflow tracking, and follow-ups.
• aXcelerate – Student management, enrolments, withdrawals, and learner records.
• Slack – Internal communication and team collaboration.
• Administrative Processing Experience: Experience managing enrolments, withdrawals, learner records, and documentation.
• AI and Automation Familiarity: Comfortable using AI tools and automated workflows to improve productivity and streamline administrative tasks.

Key Personal Attributes

• Patient, empathetic, and professional when communicating with learners.
• Confident in handling inbound and outbound calls, emails, and written correspondence.
• Highly organised, resourceful, and able to manage multiple priorities.
• Calm and productive under pressure.
• Fast learner with a positive attitude towards feedback.
• Reliable, accountable, and capable of working with minimal supervision.
• Proactive in following up on pending tasks and learner concerns.

Ideal Candidate

The ideal candidate has at least 3 years of BPO experience handling international voice and non-voice accounts, excellent English communication skills (B2 minimum, C1 preferred), strong multitasking abilities, and exceptional attention to detail.

Experience handling Australian accounts, an ESL background, and familiarity with Calendly, Monday.com, aXcelerate, or Slack would be advantageous but are not mandatory.

Above all, we are looking for someone who is dependable, highly organised, adaptable, and capable of delivering professional, accurate, and timely learner support.

Note: As part of our recruitment process, we conduct background checks on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.