Order Management Agent (Blended Account)

Santa Isabel; Taguig; Hybrid; PHP 335.000 - 558.000; Vollzeit

Zusammenfassung

Santa Isabel in Taguig City, Philippines, is seeking an Order Management Agent for a blended account. The role requires handling customer data analysis, service validation, and outbound engagement to ensure high-quality support for clients.

The position may involve hybrid work arrangements after training and a graveyard schedule is possible. Key duties include data and account management, order tracking, workflow execution, outbound outreach, consultative upselling, and escalation handling to

Qualifikationen

• Open to Fresh Graduates; prior BPO experience is a distinct advantage.
• 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.

Aufgaben

• 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.

Kenntnisse

Communication skills

Attention to detail

Analytical skills

Problem-solving skills

Multitasking

Time management

Organizational skills

Self-learning

Customer service orientation

Ausbildung

Bachelor’s/College Degree

Doctorate Degree

High School Diploma

Post Graduate Diploma / Master’s Degree

Professional License

Senior High School Diploma

Some College (But did not graduate)

TESDA / Technical / Vocational Certificate

Jobbeschreibung

Order Management Agent (Blended Account)

National Capital Region (NCR), Taguig City

• 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).