Order To Cash Analyst - Contact Center (opens in new tab)

Nestle SA; Meycauayan; Presencial; PHP 300.000 - 540.000; Jornada completa

Descripción de la vacante

Nestlé Integrated Business Services Manila Inc. is seeking an Order to Cash Analyst - Contact Center to be the first point of contact for customers across multiple channels. You will manage inbound and outbound interactions, create and maintain CRM cases, and drive timely resolution of inquiries and service requests.

The role emphasizes customer experience, problem solving, and collaboration with cross-functional teams to ensure service excellence in a fast-paced environment.

Formación

• 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 Excel and familiarity with CRM or case management systems.

Responsabilidades

• Handle inbound/outbound customer interactions via multiple channels.
• Create, update, and manage customer cases in CRM systems.
• Resolve inquiries and escalate issues when needed.
• Coordinate with internal teams for timely case resolution.
• Support process improvements and deliver performance reporting.

Conocimientos

Customer service

Communication

Problem solving

Educación

Bachelor's degree in Business/Communications/Marketing or related field

Herramientas

Excel

CRM systems

Descripción del empleo

Education: Bachelor’s Degree
Experience Level: 1+ Years of Relevant Experience

Joining Nestlé means becoming part of the largest food and beverage company in the world. At our core, we are a people-focused organization driven by our purpose of enhancing quality of life and contributing to a healthier future.

Nestlé Integrated Business Services Manila Inc. delivers world-class business support to Nestlé entities globally. We are committed to excellence through passion, reliability, innovation, and discipline. If you are driven to make an impact in a global environment, we invite you to join our team.

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 escalation 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.