OneMain Financial Jobs

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Job Title: Lead Customer Service

Position Location: Manila, Philippines

Position Summary:

Based at our Shared Service Center in Manila, Philippines, the Customer Service team are responsible for supporting our clients throughout the lifecycle including invoicing, administration, order management, quotations, master data. Customer Service Representatives provide exceptional customer support, promptly and accurately when responding to internal and external customer requests. 

In addition to the above, Lead Customer Service Representatives provide active support to management when required to drive customer loyalty, maximizing business performance and aligning to the overall business objectives.

Key Responsibilities:

• Be a role model and provide exceptional customer service experience to our external customers and internal stakeholders in the field of administration, order management, quotations, masterdata.

• Drive the resolution ofcomplex customer requirements, manage escalations, processing and follow up all relevant requests within the division’s guidelines, liaising with partner functions (sales and commercial, distribution, finance) to fulfill customers’ requests or resolve issues to ensuretimelyhandling of enquiries.

• Becomeexpertin Customer Relationship Management systems.

• Adhere to company policies, operationalregulationsand departmental training guidelines.

• Deliver on promise on daily/weekly/monthly key performance indicator metrics.Proactively engage and driveefficiency and productivity initiatives.

• Take the lead as a single point of contactfor technical activitieson assignments/projects as required by business expectations.

• Drive and continuously improveprocessesanddemonstrateattention to operational details and leverage required computer systems tomaintainhigh levelof dataaccuracy and quality.Activelydrive and develop and review training materials and contribute to new joinertrainings.

• Developrelevant daily customer service reports.

• Assess individual customer requirements and ifrequireddirect activities to appropriate partner departments.

• Act asdeputy ofSupervisor/Team Leader whenrequiredandsupportthe management teamwithconsolidatedoperationaldataandservice reports.

Skills:

• Demonstrate high integrity and compliance.

• Display stringent attention to detail and accuracy.

• Be able to lead andfacilitatemeetings, take ownershipforactions.

• Must be very approachable, calm, and methodical.

• Good problem-solving skills and ability to multitask under tight deadlines.

• Mustpossessself-motivation, enthusiasm, a positiveattitudeand perform as a team player.

• Strong written and verbal communication skills.

• Exceptionalorganizational skills and the ability to prioritize workload effectively.

• Mustdemonstratejudgment,diplomacy in dealing with internal and external customers.

• Work onowninitiative on daily routine tasks as well as solving system issues.

• Ability to deal with ambiguity, to act without having all details available,have asense of ownership ofroles and responsibilitiesand ability to see the bigger picture,demonstratea “can-do” attitude and a proactive solution-focused mindset.

• Competent Microsoft Office user.

Experience:

• A minimum of 3-5 years’ customer service experience isrequiredin an SSC/multinational/office environment.

• Experience with ERP systems preferred.

Education:

• Requires a high school diploma. ABachelor’s Degreeis preferred but not essential, candidates with relevant experience and knowledge will also be considered.

Working Conditions:

• This position requires repetitive typing and regular use of a computerplus multiple displays.

• Most of the other physical demands are typicalwiththose associated with an office environment.

• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.

Key responsibilities stated in this document are the minimum required but are not limited to these, always within Customer Care area of expertise.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.