Job Description
About Us:Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals
Responsibilities: - Own all customer service systems and performance metrics
- Implement and manage a customer support platform (e.g., Gorgias)
- Create and maintain macros, FAQ content, and escalation processes
- Track CS metrics: ticket volume, response time, resolution time, CSAT, and comp cost
- Build self-service resources to reduce ticket volume
- Liaise with Ops, Warehouse and Sales teams for resolution support
- Provide insights from customer and ticket trends to inform NPD, delivery, and UX
- Hire and train support agents as demand grows
Attitude: - You take complete ownership of your successes and failures, with full accountability being a key trait.
- You have the drive and determination to consistently exceed expectations and targets.
- You possess an entrepreneurial mindset, with the ability to see the bigger picture and adapt to change when necessary.
- You approach everything with proactivity, ensuring that no task is left unaddressed.
- You are confident in building and maintaining long-term relationships with both our team and external partners.
- You’re not afraid to break the mold and think outside the box to solve problems and drive innovation.
- You have the ability to motivate yourself and others to get things done, regardless of challenges.
- You have strong commercial acumen and a knack for next-level organization.
- You are eager to learn, grow, and develop professionally.
- You are self-motivated and inspire the same drive in others.
Work Schedule - 3:00PM to 12:00AM Manila Time
Work Location - Hybrid Set-up
- Should have strong internet connection (minimum of 20 mbps)
- Should have own Laptop/PC (minimum of i5 8GB RAM)
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
