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Client Operations Representative

Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a global technology company who is delivering truly prominent IT solutions, IT Design, IT Management, Data Security, Business Reform, and Infrastructure Plan for enterprises. Due to the company's expansion to EMEA and Manila, our respected client is currently looking for a professional who has experience for the job of Client Operations Representative. The company is based in Pasig, Metro Manila, Philippines, that currently offers hybrid set-up with night shift work hours and devices/equipment will be provided. Position Overview The Client Operations Representative Level 1 will be responsible for providing customer service and managing the sales processes of their assigned Account Executive or team of Account Executives (AE). This involves, but is not limited to: quoting, ordering and account management, mailbox and call management, part requests, report generation, order fulfillment, reporting, and collections. Pre-sales support functions include: pre-qualification of accounts, product pricing, research, configuration and product information. What will you do: The Client Operations Representative will be responsible for developing efficient practices to serve business needs. Work on special projects for clients and sales force as needed. Attend Company, vendor, and publisher trainings and webinars, as directed. Build relationships with other Insight departments and increase efficiencies where applicable. Prioritize and respond to incoming client calls and emails Research technical information on product requests and ensure access to procurement. Responsible for correct and accurate order processing. Prepare, manage and submit sales quotes accurately into the appropriate quote entry system. Research technical information on product requests and ensure access to procurement. Ensure special bid pricing is applied and correct cost is captured on every order before order is released. Ensure contract compliance Request and/or set up new client sold-to's, bill-to's, and ship-to's as needed. Manage pricing (agreement manager, contract module) and work with vendors on special pricing. Assist clients with their web accounts Ensure correct and accurate order fulfillment Responsible for RMA management, credit re-bills and collections facilitation. Follow-up on all open client returns in a timely manner. Follow through to make sure the replacement order (if applicable) is placed and shipped. Positive interaction with Customer Service /Purchasing on RA/Replacements. Keep sales force informed of any problems and final resolution of issue. Provide order status for client base. What you'll need to join: Preferably Bachelor's Degree in any course College Level Some experience in customer service, operations, and other related experience. Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives Strong written and verbal English communications skills Able to successfully manage multiple priorities

  • Pasig
  • Permanent
  • Negotiable

Operations Support Engineer ll

Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a global technology company who is delivering truly prominent IT solutions, IT Design, IT Management, Data Security, Business Reform, and Infrastructure Plan for enterprises. Due to the company's expansion to EMEA and Manila, our respected client is currently looking for an IT professional who has experience for the job of Operations Support Engineer II. The company is based in Pasig, Metro Manila, Philippines, that currently offers WFH arrangement with night shift work hours and devices/equipment will be provided. This is an internal IT Operations role is responsible for level 2 support and administration of internal IT infrastructure. Common duties and responsibilities included with this role include: Perform 2nd level diagnosis and troubleshooting for infrastructure support issues. Utilize ITSM platform to manage and log all support issues. Provide backup support to all level 1 responsibilities by monitoring shared mailboxes, Microsoft Teams, and other communication methods used by other teams to report IT incidents to the IT Operations Team. Participate as a backup to the level 1 team in the phone support queue leveraged by other IT teams to report infrastructure issues. Complete various IT MACD type requests. Create and maintain IT support documentation including knowledgebase articles. Escalate and track major infrastructure incidents. Assist other IT towers with infrastructure maintenance activities including systems patch management. Follow problem management processes to identify and resolve IT infrastructure problems in the environment. Provide project assistance as needed with other IT towers. Mentor Operations Support Technicians to assist with skills development. What you'll need: 1 year of experience working in an IT event handling/NOC role with intermediate proficiency 2 years of technical phone support experience with intermediate proficiency 3 years of experience working with ITSM tools with intermediate proficiency 2 year of vendor ticket management experience with intermediate proficiency 2 years of experience working in an IT support or administration role with intermediate proficiency Technical Requirements: 3 years of experience supporting at least two of the following technologies: Windows server management Linux Server management VMWare virtualization management Storage management Network management Cisco VOIP management 2 years of basic network support experience. Preferred: Cisco, CompTIA, or Microsoft certification ITIL Framework certification Bachelor's Degree in Computer engineering and other computer related studies, ECE or IT related field, from four-year College or University preferred.

  • Pasig
  • Permanent
  • Negotiable

Credit Card Processor

Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a global technology company who is delivering truly prominent IT solutions, IT Design, IT Management, Data Security, Business Reform, and Infrastructure Plan for enterprises. Due to the company's expansion to EMEA and Manila, our respected client is currently looking for a professional who has experience for the job of Credit Card Processor. The company is based in Pasig, Metro Manila, Philippines, that currently offers hybrid set-up with night shift work hours and devices/equipment will be provided. The Credit Card Processor will be responsible for independent confirmation and subsequent release of valid orders through optimum utilization of verification tools, bank confirmation and calling customers to authenticate their orders using credit card as payment method. It is also his primary role to proactively identify fraudulent orders and escalate suspicious transactions for cancellation and marking. This role is also to facilitate inquiries regarding credit card charges, pending authorizations and Refund, communicate with the Sales and Customer Service team regarding order status and requirements for order release, coordinate with Cash posting regarding wire transfer payments and interfacing with other departments to assist customers in expediting order processing. What you'll do: Independent confirmation of orders (Sales and Web orders) from any Credit Card processing bucket and subsequent release of those orders that meet the established criteria. Utilization of Cybersource, Lexis Nexis, and other outside sources for the purpose of confirmation of orders from customers. Interfacing with internal and external customers and credit card issuers to confirm the validity of information provided during order placement. Detect emerging fraud trend, cancelling and tagging the order and other link accounts as Fraud once confirmed by cardholder, and escalate suspected fraudulent orders for further review. Handling incoming customer calls in a timely manner (through our Toll Free Number and direct callback) to provide internal and external customer support. Notifying internal and external customers of orders that have been declined or other issues that arise during the order confirmation process either by telephone contact or by email. Substantiating all confirmation work performed on an order by inputting accurate notes on all orders. Handling inquiries regarding credit card authorization, Settlement and Refund. This includes calling the credit card issuer to request immediate authorization reversal as requested by the customer. Modifying the order details for Web orders such as Credit Card number, Name, Phone number, Billing or Shipping address based on customer's confirmation prior to release of the order. Communicate with Cash Posting Team to confirm wire payment of customers which were declined to use Credit Card. Interfacing with Sales or Customer Service regarding product or shipment inquiries of customers Communicating with Tax team regarding customer's concern on Sales tax and Tax exemption requests. This issue arise when cardholders has question on the credit card charges. What you'll need: Bachelor's Degree in Banking and Finance / Business Administration or related field, from four-year College or University. At least 2 years of experience in Credit Card Verification, Fraud Analysis, Customer Service Assistance and other related experience. Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives. Strong written and verbal English communications skills. Able to successfully manage multiple priorities. Proven ability to communicate effectively across all levels of the organization. Strong commitment to company values and operating principles. Preferred Master's Degree in Banking and Finance / Business Administration or related field and Experience working in Fraud Risk Management and Customer Service.

  • Pasig
  • Permanent
  • Negotiable

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