Job Description
Learner Support Officer (LSO) Work Arrangement: Onsite/Office based
Work Schedule: 7:00 AM - 4:00 PM Manila Time
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 1000 talented professionals.
Job Summary We are looking for a highly organised, proactive, and detail-oriented Learner Support Officer to join our team in the Philippines.
The ideal candidate should have extensive BPO experience handling international accounts, excellent English communication skills, and the ability to multitask effectively in a fast-paced environment.
The role involves supporting Australian learners, managing administrative processes, coordinating with internal teams, and ensuring timely and professional learner support.
Required Qualifications - BPO Experience: Minimum of 3 years of BPO experience handling international voice and non-voice accounts, with proven experience in both phone-based customer support and written communication.
- English Communication Proficiency: Minimum B2 (Upper-Intermediate) English proficiency, with C1 (Advanced) strongly preferred. Must demonstrate excellent verbal and written English communication skills, including professional email writing, active listening, and confident phone communication.
- Strong Multitasking Skills: Proven ability to manage multiple learner enquiries, calls, emails and chats, administrative tasks, and follow-ups simultaneously while maintaining accuracy and efficiency.
- Organisational and Time Management Skills: Ability to prioritise competing tasks, meet deadlines, and manage high workloads effectively.
- Attention to Detail: Strong accuracy in documentation, data entry, record management, and administrative processing.
- Technical Proficiency: Comfortable using Microsoft Office, Google Workspace, CRM systems, and other digital platforms.
- Problem-Solving Skills: Ability to handle learner concerns professionally, identify solutions, and escalate issues appropriately.
- Adaptability and Initiative: Quick to learn new systems, proactive in completing tasks, and capable of working independently with minimal supervision.
- Teamwork and Accountability: Able to collaborate with colleagues and management while taking ownership of assigned responsibilities.
- Onsite Availability: Must be willing and able to work onsite in the Philippines, following a schedule aligned with Australian business operations.
Preferred Qualifications (Good to Have) - Australian Account Experience: Previous experience handling Australian customers or supporting Australian-based organisations is an advantage but not required.
- ESL Background: Experience in English as a Second Language (ESL) teaching, tutoring, training, or learner support.
- Education Industry Experience: Previous experience in student services, learner support, academic administration, or education-related organisations.
- Familiarity with Key Platforms: Experience using any of the following tools is an advantage:
- Calendly – Appointment scheduling and coordination.
- com – Task management, workflow tracking, and follow-ups.
- aXcelerate – Student management, enrolments, withdrawals, and learner records.
- Slack – Internal communication and team collaboration.
- Administrative Processing Experience: Experience managing enrolments, withdrawals, learner records, and documentation.
- AI and Automation Familiarity: Comfortable using AI tools and automated workflows to improve productivity and streamline administrative tasks.
Key Personal Attributes - Patient, empathetic, and professional when communicating with learners.
- Confident in handling inbound and outbound calls, emails, and written correspondence.
- Highly organised, resourceful, and able to manage multiple priorities.
- Calm and productive under pressure.
- Fast learner with a positive attitude towards feedback.
- Reliable, accountable, and capable of working with minimal supervision.
- Proactive in following up on pending tasks and learner concerns.
Ideal Candidate The ideal candidate has
at least 3 years of BPO experience handling international voice and non-voice accounts, excellent English communication skills (B2 minimum, C1 preferred), strong multitasking abilities, and exceptional attention to detail.
Experience handling Australian accounts, an ESL background, and familiarity with Calendly, Monday.com, aXcelerate, or Slack would be advantageous but are not mandatory.
Above all, we are looking for someone who is
dependable, highly organised, adaptable, and capable of delivering professional, accurate, and timely learner support. Note: As part of our recruitment process, we conduct background checks 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.
