Employee Support Officer (Home-based)

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.
 
Job Overview:
As the Employee Support Officer, you will have an impact on providing 1st line support for US workers by answering large volumes of inbound queries, both by telephone, email and live chat. Therefore, you will be answering queries on a wide range of employment and assignment-based topics with specific focus on a first-time resolution. The desired outcome of this will be to provide exemplary support to field employees and our agency clients by accurately maintaining and providing high levels of customer satisfaction.
 
Responsibilities

• Listen to customers patiently, fully understand their query and resolve first Typical queries can range from timesheet and expense entry, providing step-by-step guidance of the employee portal, advice, and information on their employment rights (e.g., statutory entitlements) to providing detailed payroll analysis.
• Recognising quickly when a complaint is being made and when to escalate to a line manager where
• Respond to queries and issues promptly with the aim of providing first contact resolution at every opportunity
• Resolve product or service problems by clarifying the customer's issue; determine the cause of the problem; identify and explain the best solution to solve the problem; expedite correction or adjustment; follow up to ensure resolution.
• Own queries and issues, and coordinate with internal departments to find solutions and resolve matters with urgency, whilst setting clear expectations with all customers where follow-on contact is required, ensuring you respond as agreed and that they are satisfied with your answer.

Qualifications

• At least 5 years of experience in customer service, delivering against service level agreements
• You can only excel in this role if you have a desire to provide 1st class customer service
• Strong written and verbal communication
• A high level of resilience and emotional intelligence.
• A willingness to go above and beyond to resolve worker queries in a very timely manner

Work Schedule: Within the 9:00 PM - 9:00 AM Manila Time window
Work Arrangement: Home-based (Equipment will be provided)

• Must be residing within Metro Manila
• Must have at least 50mbps internet (download and upload speed)
• Must have own equipment for taking assessments and client interviews

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.