Job Description
About Us: Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Job Overview: The Customer Service Operations Assistant is a vital support role focused on enhancing the
efficiency of client interactions and ensuring a seamless experience across collections,
payment processing, and service activation. This position combines strong communication and organizational skills to manage client inquiries, assist in resolving payment and activation issues, and maintain accurate documentation. The Customer Service Operations Assistant will collaborate closely with internal teams to streamline processes and improve service delivery, contributing to overall client satisfaction and operational success.
Responsibilities: Collections Management: - Contact clients via phone, email, SMS, and other channels to follow up on overdue invoices and negotiate payment plans.
- Document all communications and actions in the collections system accurately and promptly.
- Reconcile accounts to ensure accuracy of outstanding balances and resolve discrepancies.
- Build and maintain positive relationships with clients, addressing inquiries and concerns regarding invoices and payments professionally.
Payment Processing and Management: - Monitor and process incoming and outgoing payments, ensuring accuracy and compliance with processing policies.
- Reconcile payment transactions and resolve discrepancies in records, verifying bank details and transaction amounts.
- Analyze payment data to identify trends and enhance processing efficiency, generating regular reports on payment activities.
Activation Processing and Management: - Oversee and manage the activation process for new clients, ensuring timely and accurate service activation.
- Coordinate with internal teams to address issues or delays in the activation process and verify activation data.
- Analyze activation data to identify areas for improvement and generate reports on activation performance metrics.
Customer and Vendor Support: - Handle inbound calls, chat interactions, and emails related to collections, payments, and activation queries.
- Advise clients on potential issues or delays, providing alternative solutions where necessary.
Compliance and Risk Management: - Ensure adherence to relevant regulations and compliance standards across collections, payments, and activation processes.
- Monitor for potential risks and assist in audits and compliance reviews.
Collaboration: - Work closely with Sales, Finance, and Customer Service teams to streamline processes and enhance client experiences.
- Contribute to cross-functional projects aimed at improving overall operational efficiency.
Requirements: - Proven experience in collections, payment processing, or client onboarding in a financial operations role.
- Strong communication and negotiation skills, with the ability to handle challenging conversations professionally.
- Excellent attention to detail and accuracy in documentation and data management.
- Proficiency in collections and payment processing software or CRM systems.
Preferred Qualifications: - Bachelor’s degree in Finance, Accounting, Business Administration, or a related field.
- Experience in B2B collections and knowledge of relevant regulations and compliance standards.
Work Schedule: 5:00 AM - 2:00 PM (Manila Time)
Work Setup: Office-based
Work Locations: 18th Floor, Citibank Square, Eastwood City Cyberpark, Quezon City
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