Order Support Specialist

2 weeks ago

Taguig, National Capital Region, Philippines HGS Offshore Staffing Solutions Full time ₱250,000 - ₱500,000 per year

Company description:

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world's leading brands, HGS is the perfect place to build your future

Job description:

RESPONSIBILITIES:

• Accurately capture and enter all incoming orders into back office

• Validate order details and ensure all necessary information is included in order submission

• Sync orders with existing opportunities and quotes in Salesforce

• Perform duplicate order checks and validate against existing quotes

• Review contracts to ensure they include business name, customer contact, MRC, NRC, term, and product details

• Flexibility to adapt to changing processes and systems

• Excellent verbal and written communication skills

• Ability to effectively communicate with internal teams and external partners.

• Strong attention to detail and ability to spot errors or inconsistencies in order information

• Good problem-solving skills to address and resolve order or partner-related issues

• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment

• Strong organizational skills to maintain accurate records and documentation

• Possess a basic understanding of the agent back-office tools, allowing you to efficiently assist partners with inquiries

• Develop and maintain a library of email templates and canned responses in both email and Salesforce for various scenarios, streamlining communication

• Collaborate and communicate effectively with team members, partners, and other departments to resolve inquiries promptly.

QUALIFICATIONS:

• Telecom experience 6 months+

• 2+ years of experience in order entry or data entry.

• Previous experience in order processing, customer service background is preferred.

• Experience working with Microsoft office

• Intermediate computer knowledge

• High school diploma or equivalent; additional education or certifications is a plus

• Telecom experience

• Strong familiarity with Salesforce.

• High attention to detail and accuracy in data entry.

• Strong written and verbal communication skills

• Excellent organizational and time-management skills.

• Familiarity with Microsoft Office Suite (Excel, Word, Outlook).

• Ability to work independently and collaboratively within a team.

• Flexibility and ability to adapt to changing processes and requirements.

• Problem-solving skills and the ability to address and resolve issues promptly.

• Familiarity with telecommunications is a plus

Profile description:

The Order Capture team handles processing and managing all incoming orders and partner inquiries. This team plays a crucial role in ensuring that orders submitted by our Telecom Advisors, PEAs (Partner Experience Advocates), sales, and suppliers are accurately entered into back-office, processed efficiently, and any partner-related questions are addressed promptly. The role demands high attention to detail, excellent communication skills, and a thorough understanding of order case management and partner relations. Additionally, they handle partner inquiries, assisting quickly on tasks like adding logos, adding an agency contact or var, and other back-office admin. Inquiries are resolved promptly with canned responses that include step-by-step instructions for future similar inquiries. If beyond their scope, redirected to the appropriate department.

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