Back Office Support Representative
2F Ramos Bldg., Arellano St., Tagum City, Davao del Norte
5F Robinsons Cybergate Delta, Tower 2, J. P. Laurel Ave., Bajada, Davao City, Davao del Sur
Full Time
Position Overview
The SiBS Back Office Support (BOS) Representative is responsible for providing administrative and operational support across multiple teams within the organization. This position involves managing customer interactions, processing data, maintaining records, and supporting front-line staff by handling tasks that do not require direct customer interaction. Given the dynamic nature of the work environment, the BOS Representative must be adaptable, capable of working across different functions, and prepared to handle a variety of tasks that contribute to the efficiency and success of the organization's operations.
Supervisory: No
Duties and Responsibilities
Key Responsibilities:
Customer Interaction and Support:
Manage customer inquiries and provide accurate information through various communication channels, including phone calls, emails, and live chat.
Ensure customer satisfaction by addressing concerns, troubleshooting issues, and escalating complex cases as needed.
Maintain a high level of professionalism and empathy in all customer interactions.
Data Management and Documentation:
Accurately input, update, and maintain data in company systems and databases.
Ensure the integrity and confidentiality of sensitive information, adhering to company policies and regulatory requirements.
Generate and compile reports as required, ensuring that all documentation is thorough and accurate.
Keep records of all transactions, communications, and interactions up-to-date and easily accessible for audits or reviews.
Process Management and Operational Support:
Process transactions, applications, or requests according to established procedures, ensuring accuracy and timeliness.
Monitor and follow up on pending tasks to ensure timely completion.
Assist in the implementation of new tools, systems, or processes that enhance operational efficiency.
Support front-line staff by handling back-office tasks, enabling them to focus on customer-facing activities.
Compliance and Quality Assurance:
Adhere to company policies, procedures, and regulatory requirements in all tasks.
Conduct regular quality checks on interactions and data processing to ensure accuracy and completeness of work.
Participate in training and development programs to stay updated on industry best practices and company standards.
Collaboration and Team Support:
Work closely with team members and other departments to achieve common goals and maintain a smooth workflow.
Provide support during peak times, covering additional tasks or shifting between teams as needed to maintain operational continuity.
Share knowledge and best practices with colleagues, contributing to a positive and productive team environment.
Continuous Improvement and Adaptability:
Stay informed about updates in procedures, technologies, and industry developments relevant to the role.
Identify areas for improvement in existing processes and suggest actionable solutions to enhance efficiency and service quality.
Be flexible and willing to adapt to new challenges, tasks, or team assignments as required by the organization’s needs.
Other Duties
Perform any other duties assigned by the Team Leader or Supervisor from time to time, reflecting the dynamic and evolving nature of the role.
Reports to
Team Leader
Qualifications and Characteristics
Qualifications:
Education: College-level education required; a degree in Business Administration, Management, or a related field is preferred.
Experience: At least 1 year of experience in an administrative, customer service, or back-office support role, preferably within a BPO or related industry.
Skills:
Proficiency in computer use and data entry.
Skilled in navigating and using various computer applications, including CRM software, with accuracy in data entry.
Effective written and spoken English with strong communication skills.
Demonstrated ability to convey information clearly and professionally in both written and verbal forms.
Ability to handle multiple tasks and manage time efficiently.
Capable of managing several tasks simultaneously while maintaining high standards of service and meeting deadlines.
Strong problem-solving skills and attention to detail.
Ability to quickly identify issues, troubleshoot effectively, and ensure thorough, accurate documentation and resolution.
Shift and Location: Willingness to work in a graveyard shift and be stationed in the Davao Region.
Key Competencies:
Customer Service Orientation:
Demonstrates a strong commitment to providing high-quality customer service, understanding and addressing customer needs effectively, and ensuring a positive experience.
Attention to Detail:
Maintains a high level of accuracy and thoroughness in managing data, processing transactions, and documenting information to prevent errors and ensure compliance.
Problem Solving:
Efficiently identifies and analyzes problems, applies logical thinking to find solutions, and takes appropriate action to resolve issues promptly and effectively.
Adaptability and Flexibility:
Shows the ability to quickly adapt to changing circumstances, priorities, and tasks, and remains open to learning new processes or systems as required.
Communication Skills:
Exhibits strong written and verbal communication skills, with the ability to convey information clearly, professionally, and effectively to various stakeholders.
Time Management:
Manages time effectively, balancing multiple tasks and meeting deadlines while maintaining the quality of work in a fast-paced environment.
Team Collaboration:
Works effectively within a team, showing a cooperative attitude, contributing to group efforts, and supporting colleagues to achieve common goals.
Data Integrity and Confidentiality:
Ensures the accuracy and integrity of data handled, while strictly adhering to confidentiality and data protection protocols.
Initiative and Proactivity:
Takes initiative in identifying opportunities for improvement, proactively suggests enhancements to processes, and willingly takes on new responsibilities.
Quality Assurance:
Consistently adheres to quality standards, conducts self-checks to ensure work accuracy, and strives to improve the quality of service delivered.
Resilience and Stress Management:
Maintains composure and effectiveness under pressure, handles stressful situations with professionalism, and recovers quickly from setbacks.
Technological Proficiency:
Demonstrates competence in using various software tools and systems relevant to the role, ensuring efficient and accurate task completion.
Preferred Personality Type
The individuals best suited for this role are those who are:
Conventional: Adhere to established procedures and guidelines.
Competitive: Driven to meet and exceed performance targets.
Assertive: Confident in communication and capable of managing challenging interactions.
Motivated: Self-driven with a strong work ethic and a commitment to continuous improvement.
Patient: Able to remain calm and composed under pressure, particularly in high-stress situations.
This Job Description outlines the primary responsibilities and qualifications required for the role of SiBS Back Office Support Representative. It is not exhaustive and may be subject to change based on the needs of the company.
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