Order Management Coordinator

Canon Business Process Services Philippines Inc.; Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Canon Business Services Centre Philippines is seeking a Customer Service Associate to handle voice messages, outbound calls, and emails, delivering clear resolutions and maintaining service quality.

You will update records, follow QA guidelines, stay current with product knowledge, use MS Office and Excel, and collaborate with Team Leader on ad hoc projects. We value inclusivity and offer flexible working arrangements where possible.

Qualifications

• Diploma or bachelor’s degree or equivalent customer service background recommended.
• 6 months+ of full-time call or email handling experience.
• Strong written and verbal communication skills.
• Proficient keyboarding and data entry.
• Familiarity with MS Office; able to use email and database tools.
• Customer service-oriented with the ability to meet targets.

Responsibilities

• Answer voice messages, outbound calls, and emails while resolving customer inquiries.
• Identify issues and provide available support options.
• Adhere to QA guidelines and maintain professional conduct.
• Update records in the Call/Email Management database.
• Stay updated with product knowledge and technical skills.
• Escalate issues beyond service boundaries to Team Leader as needed.
• Contribute to cross-training and support other lines of business.

Skills

Excellent communication

Active listening

Keyboarding skills

Customer service

Problem solving

Education

Diploma or bachelor’s degree

Tools

MS Office Applications

Excel

Vendor phone & email system

Job description

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines helps organisations optimise, automate, and transform their operations, settingthem up for greater growth. We work collaboratively with customers to get the results they want, deliveringbespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeingthem up to focus on what sets them apart.We’re trusted by industry leaders because of our dedicated customerfocus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the bestservice management experience possible, many clients have partnered with us for more than a decade. Thesolutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stayahead.When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of thegroup’s success.

Essential duties

• Answer voice messages / make outbound calls / emails and respond to customer inquiries, as well as effectively communicate resolution to the customer’s issue.
• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Demonstrate a high level of professionalism and strong customer service orientation.
• Update Call / Email Management database with details on each customer call in accordance with procedures.
• Outline any guidelines to customers in accordance with procedures.
• Regularly stay updated with the latest product knowledge and technical skills using available resources.
• When required, to escape issues outside of service boundaries to Team Leader.
• Assume responsibility for ensuring that customers' experiences with Canon exceed their expectations.
• Create a positive impression on Canon whenever interacting with customers.
• Undertake any Ad Hoc project or assignments assigned by Team Leader.
• Update the record if necessary and verify if information is correct through external tools.
• Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.

Qualifications

• Diploma or bachelor’s degree or with equivalent Customer Service background is strongly recommended. Otherwise, any other basic degree or diploma.
• 6 months or more of full-time call handling or email handling experience.
• Excellent written and verbal communication skills
• Keyboarding Skills – Ability to type accurately and efficiently
• Active listening and good comprehension skills
• Internet navigation and administrator skills
• Familiarity with MS Office Applications
• Familiarity with basic Excel operations
• Phone and Email System – Ability to log into and utilize the Vendor phone and email system sufficient to meet the service level requirements
• Tools and Desktop Systems – Ability to adequately use the required e-mail, database any other required tools specific to the supported product set
• Customer Service Skills – Demonstrated ability to meet and exceed customer satisfaction targets as what is prescribed.
• Product Knowledge – Demonstrated understanding of product being supported

If this sounds like you, We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make astrong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance,and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may varydepending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Successful applicants will be notified of next steps.