Job Description
About Us:
Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals
Key Responsibilities: - Client Experience: Deliver exceptional, concierge-level service for all client inquiries and requests, ensuring every interaction is memorable and professional.
- Ticket Management: Efficiently manage and resolve customer cases using ticketing systems such as Zendesk, ensuring all tickets are tracked, updated, and closed in accordance with company standards and
service level agreements (SLAs). - Support KPIs: Consistently meet or exceed key support metrics, including first response time, resolution
time, and customer satisfaction (CSAT), as well as telephonic support KPIs . Monitor and report on ticket status and performance. - Account Management Support: Act as a primary point of contact for inbound queries; support account
optimization and proactively engage clients to enhance satisfaction and retention. - Customer Relationship Management: Maintain and update client records in CRM systems (such as
Salesforce), ensuring accuracy, confidentiality, and compliance. - Process Coordination: Manage administrative casework, coordinate cross-team communications, and facilitate resolution of client issues.
- Reporting & Data Management: Validate customer data, and assist with insights for continuous service
improvement. - Upsell & Opportunity Identification: Recognize and communicate opportunities for additional services or
solutions that may benefit clients. - Collaboration: Work closely with internal teams to ensure client needs are met efficiently and effectively.
Essential Skills and Experience: - Exceptional Communication: Well-spoken, clear, and professional; adept at engaging with clients and
stakeholders, both over the phone and in writing. - Customer-Centric: Friendly, eager to please, and committed to delivering the highest levels of service.
- Organized & Detail-Oriented: Structured approach to tasks; strong attention to detail in recordkeeping and follow-through.
- Energetic & Adaptable: Positive, flexible, and able to thrive in a fast-moving environment.
- Team Player: Collaborative with the ability to work independently and take initiative.
- Solution-Oriented: Pragmatic, resilient, and focused on resolving issues efficiently.
- Tech-Savvy: Comfortable with ticket management systems (e.g., Zendesk), CRM systems (e.g., Salesforce), Microsoft Office Suite, and digital communication tools; technical aptitude is a plus.
- Professional Presence: Presentable and able to represent the brand with poise at all times.
- Self-Driven: Motivated to learn, develop, and grow within the organization.
Qualifications:Degree or diploma in one of the following:
- BCom
- Business Administration
- Management & Marketing
- Experience in customer service and account management roles is highly advantageous.
Work Location - Home-based
- Should have strong internet connection (minimum of 20 mbps)
- Should have own Laptop/PC (minimum of i5 8GB RAM)
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
