Order To Cash Analyst - Contact Center

Nestlã©; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Nestlé Integrated Business Services Manila is seeking an Order to Cash Analyst - Contact Center to be the first contact for customers across channels, resolving inquiries and processing service requests.

You will manage CRM cases, coordinate with cross-functional teams, and drive customer satisfaction through timely issue resolution in a fast-paced environment. Bachelor’s degree and 1+ year experience required; strong Excel and CRM proficiency preferred.

Qualifications

• Bachelor’s degree in Business, Communications, Marketing, or related field.
• Experience in customer service, contact center, shared services, or support operations.
• Strong communication and customer relationship management skills.
• Proficiency in Microsoft Excel and familiarity with CRM systems.

Responsibilities

• Handle inbound/outbound customer interactions via phone, email, and messaging channels.
• Create, update, and manage customer cases in CRM systems.
• Resolve customer concerns and escalate critical issues when needed.
• Coordinate with internal teams to ensure timely case resolution.
• Conduct outbound calls for customer engagement and lead qualification when required.
• Monitor open cases and provide customers with regular updates.
• Support continuous improvement initiatives and service standards.

Skills

Customer service

CRM systems

Microsoft Excel

Communication skills

Problem solving

Multitasking

Team player

Education

Bachelor's degree

Tools

CRM software

Job description

Order to Cash Analyst - Contact Center

Company: Nestlã©

Job Type: Full Time, Philippines

Job Description - Order to Cash Analyst - Contact Center

Position Snapshot

Location: Meycauayan, Bulacan, PH

Company: Nestlé Integrated Business Services Manila, Inc.

Full Time

Bachelor’s Degree

1+ year of experience

Best Place to Work

Joining Nestlé means you are joining the largest food and beverage company in the world.At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

Job Summary

Are you passionate about delivering exceptional customer experiences and solving problems in a fast-paced environment? We are looking for an Order to Cash Analyst - Contact Center to serve as the first point of contact for customers, providing support across multiple communication channels while ensuring timely resolution of inquiries, complaints, and service requests.

In this role, you will manage inbound and outbound customer interactions, create and maintain cases within CRM systems, coordinate with cross-functional teams, and drive customer satisfaction through effective issue resolution. You will also contribute to process improvement initiatives, support operational excellence, and deliver insightful reporting to enhance service performance.

This position is ideal for customer-focused professionals who thrive in a collaborative environment and are passionate about delivering high-quality service while driving continuous improvement.

A day in the life...

• Handle customer inquiries, requests, and complaints through phone, email, and messaging channels.
• Create, update, and manage customer cases in CRM systems.
• Resolve customer concerns efficiently and elevate critical issues when needed.
• Coordinate with internal teams to ensure timely case resolution.
• Conduct outbound calls for customer engagement and lead qualification when required.
• Monitor open cases and provide customers with regular updates.
• Support continuous improvement initiatives and maintain service excellence standards.

What will make you successful:

• Bachelor's degree in Business, Communications, Marketing, or a related field.
• Experience in customer service, contact center, shared services, or support operations.
• Strong communication and customer relationship management skills.
• Proficiency in Microsoft Office tools, particularly Excel.
• Experience with CRM or case management systems is an advantage.
• Strong problem-solving, organizational, and multitasking abilities.
• Customer-focused mindset with the ability to work effectively in a fast-paced environment.
• Team player with a proactive approach to continuous improvement.

About the Company

Nestlã©

Nestlé is the world's largest food & beverage company. We unlock the power of food to enhance quality of life for everyone, today and for generations to come.