Enquiry Workflow Assistant

About Us:

We are a trusted adviser to clients seeking Audit, Tax, and Advisory services. As one of the world's leading audit and accounting organisations, we have clients of all types and sizes, from large corporate organisations to private businesses, entrepreneurs, and individuals across an array of industry sectors.

The People & Culture team partners with the business to ensure it has the right people for our clients and the right environment for our people to achieve its strategic goals. Our objective is to enable our people to build a positive, values-driven high performance culture that attracts the right people and motivates, retains, and develops them to reach their full potential.

We offer professional development, collaborative culture, workplace flexibility, global career growth opportunities, and an industry-competitive salary package. We are committed to building your technical, advisory, leadership, and management skills, and balancing work with promoting health, wellbeing, workplace giving, and social activities.

As a firm, we embrace an inclusive culture and value the differences and unique perspectives of every individual.

Overall objective of the position:

The core purpose of this position is to manage and action enquiries submitted via the company website. This includes triaging each enquiry form, performing basic internal and external research to identify the enquirer and their organisation, and directing the enquiry to the appropriate internal recipient through a defined workflow process.

Key accountabilities:

• Management of the centralised enquiry form workflow
• Research and validation of enquiry data using internal systems and external databases
• Timely routing of enquiries to appropriate internal recipients
• Support for broader enquiry process improvement initiatives as required
• Inbox management and reporting
• Data Entry into CRM and other internal systems

Key Result Areas (KRAs):

• Enquiry Workflow: Review and assess all web enquiries within 24 hours, assigning or escalating appropriately, with high stakeholder confidence in the process.
• Internal and External Research: Identify whether enquirers are existing clients or new contacts and gather relevant information using internal systems (CRM, PMS) and external sources (e.g., ASIC, LinkedIn).
• Data Quality and Integrity: Provide accurate and clearly documented information with minimal need for rework and ensure all enquiries are appropriately tagged.
• Inbox Management & Reporting: Maintain inboxes linked to webform submissions, ensuring emails are processed and filed within required timeframes.
• Support for Continuous Improvement: Proactively identify process issues or blockers, suggest improvements, and contribute to small projects led by the Systems & Data team.

Qualifications, Experience, Skills:

• Experience in an administrative, client service or coordination role (experience in a professional services environment is desirable)
• Experienced working collaboratively, sharing activities and responsibilities with other team members
• Sound judgment in handling client or external contact data
• Ability to conduct basic desktop research (e.g., using LinkedIn, company websites, CRM or internal systems)
• Strong attention to detail and accuracy
• Excellent written communication skills
• Good time management and ability to meet deadlines
• Comfortable navigating business systems and tools

Work Set Up:

• On-Site
• Work Schedule: Monday to Friday, 7:00 am - 4:00 pm

ShoreXtra Perks

• Day 1 HMO Coverage
• Dayshift schedule
• Fixed Weekends off
• Engaging in monthly activities
• Free and unlimited barista-style coffee
• Free parking and shuttle services
• Employee referral incentives (Bronze)

Job Types: Full-time, Permanent

Pay: Php25, Php45,000.00 per month

Benefits:

• Company events
• Free parking
• Health insurance
• On-site parking
• Paid training
• Promotion to permanent employee
• Transportation service provided

Ability to commute/relocate:

• Clark Freeport Zone: Reliably commute or planning to relocate before starting work (Required)

Experience:

• administrative, client service, or coordination role: 3 years (Required)
• data entry or using CRM systems: 3 years (Required)

Work Location: In person