Order Management Agent (Blended Account)

CGI (PHILIPPINES) INC.; Pateros; Hybrid; PHP 223,000 - 335,000; Full time

Job summary

CGI (PHILIPPINES) INC. is hiring a Customer Service Representative (Blended) in Taguig. You will handle data analysis, service validation, and outbound engagement to ensure high-quality client support.

The role emphasizes accuracy, SLA adherence, and proactive customer care within a hybrid work setup. The position welcomes fresh graduates and values strong written and verbal communication, attention to detail, and the ability to multitask in a fast-paced environment.

Qualifications

• Open to Fresh Graduates; prior BPO experience is a distinct advantage.
• Amenable to hybrid work setup in McKinley, Taguig after training.
• Willing to work on a graveyard schedule.
• Excellent written and oral communication skills.
• Strong attention to detail and analytical problem-solving skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong organizational and time management skills; able to work independently and within a team.
• Commitment to continuous learning and participation in training.
• Customer-focused with a proactive, service-oriented attitude.
• Clear idea-expression and reliability in handling varied projects.

Responsibilities

• Data & Account Management: analyze customer data to provide clean, defined account structures.
• Service Validation: contact customers for validation and delivery per KPIs.
• Order Tracking: manage orders with the Order Management Tracker system.
• Workflow Execution: navigate workflows and define steps to meet SLAs.
• Outbound Engagement: call new clients to ensure smooth first product experience.
• Consultative Value: evaluate needs to upsell suitable broadband solutions.
• Escalation Management: handle issues via established escalation protocols.

Skills

Excellent communication skills

Detail oriented

Multitasking ability

Time management

Independent and team player

Willingness to self-learn

Graveyard shift readiness

Customer service mindset

Education

Bachelor's degree

High School Diploma

Master's degree / Postgraduate

TESDA / Vocational certificate

Tools

Order Management Tracker

Job description

Requirements

• Candidate must possess at least a Bachelor's/College Degree, Doctorate Degree, High School Diploma, Post Graduate Diploma / Master's Degree, Professional License (Passed Board/Bar/Professional License Exam), Senior High School Diploma, Some College (But did not graduate), TESDA / Technical / Vocational Certificate on any course.
• Fresh Grad / Entry Level specializing in BPO/Call Center or equivalent.

Responsibilities

We are looking for a Customer Service Representative (Blended) to join our growing team. In this role, you will handle a mix of customer data analysis, service validation, and outbound engagement to ensure our clients receive seamless, high-quality support.

Your future duties and responsibilities:

• Data & Account Management: Analyze customer data to provide clients with clean, accurately defined account structures. Use tools to resolve non-matching account creation requests.
• Service Validation: Contact customers for service validation and delivery in strict compliance with established quality KPIs.
• Order Tracking: Ensure timely and accurate management of assigned orders, including the active utilization of the Order Management Tracker system.
• Workflow Execution: Navigate through workflows, define necessary steps, and make sound, logical decisions to meet or exceed agreed-upon service level agreements (SLAs).
• Outbound Engagement: Call new clients to offer proactive assistance, ensure they have an excellent first experience with their new product, and work effectively to maintain a low order-cancellation rate.
• Consultative Value: Evaluate customer needs to adjust or upsell them to their ideal broadband solution.
• Escalation Management: Handle and resolve customer issues through effective escalation management protocols.

Required qualifications to be successful in this role:

• Open to Fresh Graduates; prior BPO experience is a distinct advantage.
• Amenable to work in McKinley, Taguig under a hybrid setup (available after training is completed).
• Willing to work on a graveyard schedule.
• Excellent written and oral communication skills
• Strong attention to detail, good analytical capabilities, and effective problem-solving skills.
• Proven ability to multitask, prioritize tasks regularly, and manage changing work needs in a fast-paced environment.
• Strong organizational and time management skills, with the ability to work independently and collaboratively within a team.
• Ability to self-learn and actively participate in ongoing corporate training and education.
• A strong, natural drive to assist others and provide a great customer experience.
• Able to express ideas and solutions clearly and concisely.
• Highly organized, reliable, and self-governing.
• Possesses a strong willingness to learn and the flexibility to transition between varied projects and assignments.

Additional Info

• Location: Taguig City, National Capital Region (NCR).
• Full Time position(s) are available.
• Number of vacancies: 15.

About Us

Founded in 1976, CGI is a global IT and business process services provider delivering high-quality business consulting, systems integration and outsourcing services. With 74,000 professionals serving clients from hundreds of locations worldwide, CGI has an industry-leading track record of on-time, within budget projects, aligning our teams with clients’ business strategies to achieve top-to-bottom line results.

With global delivery capabilities in centers located across five continents, we offer our clients the best value, advantages of scale and operational efficiencies, as well as the ability to reduce their time to market.