KEY RESPONSIBILITIES 
You will: 

• Handle partner quality cases and complaints from intake to resolution
• Coordinate with suppliers to collect and validate supporting documentation
• Submit and communicate case details to Booking.com and other relevant parties
• Assess case outcomes (win or loss) based on established criteria
• Apply penalties where required under the applicable framework
• Maintain accuracy and consistency across all case handling

QUALIFICATIONS & REQUIREMENTS: 

• Bachelor's Degree
• An operations-focused position handling partner quality cases and complaints (partner inquiries and concerns)
• Experience with ticketing based systems through email channel (Zendesk) to resolve cases up to 7 days
• Day-to-day work involves case documentation, supplier coordination, outcome assessment, and process-based decision-making.
• 1 to 3 years in customer service, operations, QA, or complaints handling
• Strong written and verbal English
• High attention to detail, structured, process-oriented
• Comfortable with repetitive, accuracy-critical tasks

 Work Schedule: Midshift (11m-8pm)

Work Setup: M-F Full-Onsite (tentative for hybrid setup after 6 months)

Locations: BGC

The position is responsible for serving as the primary on‑site representative overseeing day‑to‑day operations at assigned partner locations. It ensures alignment between workforce operations and overall business objectives by driving operational efficiency, compliance with standard operating procedures, and consistent service delivery. The role manages site operations, people performance, facilities readiness, and coordination with partner stakeholders, while maintaining close alignment with headquarters to support productivity, quality, and operational continuity.

KEY RESPONSIBILITIES 

• Oversee daily site operations to ensure compliance with security protocols, operational standards, regulatory requirements, and established ways of working.
• Ensure alignment with defined operational processes and workflows to promote consistency, efficiency, and service quality.
• Proactively identify, escalate, and resolve operational issues that may impact productivity, performance, or service delivery.
• Monitor the condition and availability of tele‑operations equipment to ensure uninterrupted operations.
• Coordinate preventive maintenance, repairs, replacements, and procurement of tools and equipment as needed.
• Ensure operational readiness by aligning staffing with demand forecasts, monitoring daily performance metrics, and supporting business continuity measures.
• Collaborate with internal and external stakeholders to meet service level expectations and drive continuous improvement initiatives.
• Coordinate closely with BPO partners to ensure facilities, IT infrastructure, and operational requirements are adequately maintained.
• Manage and supervise tele‑operators across partner sites, ensuring adherence to standard operating procedures and performance expectations.
• Track productivity, KPIs, training progress, and coaching outcomes to support capability building and continuous improvement.
• Conduct briefings and alignment meetings to ensure priorities, updates, and operational changes are communicated effectively.
• Maintain regular reporting and escalation with headquarters to ensure transparency, governance adherence, and operational alignment.
• Coordinate with operations, HR, and analytics teams to support performance management, workforce welfare, and process enhancements.

 QUALIFICATIONS & REQUIREMENTS: 

• You must have 3–5 years of relevant experience in site operations, workforce management, or a similar role, preferably within a BPO or outsourced operations environment.
• You must have proven people management experience, including performance monitoring, coaching, and productivity management.
• You must have strong organizational, problem‑solving, and escalation management skills.
• You must have strong written and verbal communication skills in English.
• You must be proactive, adaptable, and able to thrive in a fast‑paced, technology‑driven environment.
• You must be willing to work onsite at assigned locations.

Work Schedule: Shifting Schedule

Work Setup: Onsite - Calamba, Laguna

As the Site Manager, you will lead and oversee all operations at the site, ensuring efficiency and high performance across all functions. The role emphasizes strong people leadership and effective coordination among technical, logistical, and operational teams. You will manage groups responsible for inventory, hardware, network support, procurement, and shift leaders supervising robot teleoperators.

KEY RESPONSIBILITIES 

• Site Operations Management – Manage the day-to-day activities of the site, ensuring that all systems, infrastructure, and support services function smoothly and efficiently.
• People Leadership & Development – Supervise and mentor a multidisciplinary team comprising shift leaders, technical staff, and operations personnel. Foster high performance, professional growth, and strong engagement across all shifts and locations.
• Cross-Functional Coordination – Work closely with senior management, HR, and technical teams to align site operations with organizational goals. Maintain clear communication channels and manage escalations between the sites and headquarters.
• Infrastructure & Asset Oversight – Oversee the maintenance and reliability of inventory, hardware, and network assets to support uninterrupted operations. Handle procurement to ensure timely availability of critical materials and equipment.
• Performance & Process Improvement – Track and evaluate key site metrics, identify operational gaps, and implement initiatives to enhance productivity, quality, and efficiency.
• Health, Safety & Compliance – Uphold all safety, regulatory, and internal compliance requirements at both sites. Cultivate a workplace culture centered on accountability, safety, and operational excellence.

 QUALIFICATIONS & REQUIREMENTS: 

• You must have a bachelor’s degree in Operations, Engineering, Business, or a related discipline.
• You must have proven experience as a Site Manager, Operations Manager, or in a comparable leadership role overseeing site operations.
• You must have a strong background in people management, with a track record of successfully leading cross-functional teams.
• You must be familiar with hardware, network, and procurement processes within a technology-enabled or operations-focused environment.
• You must have excellent organizational and problem-solving skills, with a practical and hands-on management approach.

Work Schedule: Regular shift

Work Setup: Onsite, Muntinlupa City 

KEY RESPONSIBILITIES 
You will: 

• Handle and monitor automated systems.
• Manage critical transactions and payment procedures.
• Monitor processing and ticketing systems.
• Work effectively both independently and as part of a team.
• Demonstrate readiness to learn and adapt in a fast-paced environment.
• Manage client chargebacks – Dispute management.
• Maintain a good working knowledge of Card Scheme Rules by keeping up-to-date with the latest published regulations.

QUALIFICATIONS & REQUIREMENTS: 

• A bachelor's degree
• Must have 1–2 years of relevant experience.
• Card operations / card processing industry or Financial services or Fintech industry preferred.
• Knowledgeable in multiple financial tools and platforms.
• Strong Risk and Security awareness.
• Chargeback/Dispute handling experience.
• Working experience of BankWORKS will be considered an asset.

 Work Schedule: Dayshift (8am-5pm) - but must be open to shifting schedule 

Work Setup: Hybrid (3x onsite per week)

Locations: BGC

The main responsibility of this role is to deliver operational and administrative support that ensures seamless customer transactions. This includes managing quotations, processing orders, coordinating logistics, and addressing basic customer queries. The position contributes to the full order-to-delivery cycle and ensures a reliable and efficient customer experience.

KEY RESPONSIBILITIES 
You will: 

• Provide basic customer support by handling routine inquiries and giving updates on orders, deliveries, and documentation.
• Process quotations and sales orders in SAP/CRM, including validating part numbers and ensuring accuracy of entered data.
• Coordinate internally with Sales, Supply Chain, Finance, and Warehouse teams to track orders, deliveries, and simple billing matters.
• Maintain accurate records of customer interactions, orders, and follow-ups in SAP and CRM systems.
• Support reporting and data alignment activities under supervision.
• Follow established processes and KPIs while building product, system, and commercial knowledge.
• Participate in continuous improvement and on-the-job learning to enhance service delivery.

 QUALIFICATIONS & REQUIREMENTS: 

• You must have a general diploma or degree with at least 2 years of relevant customer service experience.
• You must have strong communication skills and be customer‑oriented, with fluency in English.
• You must be proficient in Microsoft 365 business applications (Word, Excel, PowerPoint, Outlook, Power BI), CRM, and SAP B1, with the ability to learn additional business systems as required.
• You must have experience with QuickBooks, SAP, or other ERP systems.

 Work Schedule: Regular shift (8 am – 5 pm) 

Work Setup: Onsite - Alabang, Muntinlupa City 

Customer Service Representative - Contact Center Will Play a key role in helping our Australian customers with a variety of Retail, Cards, and Digital Banking solutions, troubleshoot customer inquiries they may have, and provide information on any other products or services that may be relevant. Responsible for the servicing of customer requests and inquiries in a timely and effective manner. Will typically process high volumes of routine inquiries and provide effective customer service as opposed to requiring extensive knowledge of a specific process or policy to be effective.

Key Responsibilities:

You will:

• Ensuring first call resolution for customers contacting us through our voice channel by consistently utilizing available tools and resources.

• Resolve customers’ enquiries in an efficient and timely manner by understanding their needs, identifying the root cause of the enquiry, and providing an appropriate and permanent fix.

• Escalating to an appropriate specialist banker or team of experts to deliver timely and accurate resolution, when necessary.

• Empower our customers to bank with us anytime using our Digital & Self-service channels and contribute to our strategic goal of digital-first adoption.

• Become brand ambassadors by providing the best customer experience in all voice interactions with the goal of positive NPS returns.

• Work in a professional environment, meeting customer-centric, financial, and risk metrics and targets as necessary

• Build your skills and banking knowledge quickly through ongoing formal training and mentorship from your leaders.

Qualifications:

• Bachelor's Degree Graduate

• Excellent English communication skills (both verbal and written), including the ability to engage and manage conversations with other nationalities. 

• With solid contact centre experience with an English-speaking client base, preferably from the US or Australia. 

• Understanding of the contact centre environment i.e., the major KPIs; the dynamics of the contact centre work and the various technologies being utilized to support the overall business model. 

Work Location: Eastwood, Quezon City

Work Set- Up: Hybrid