client service Delivery advocate representative (j000964)outsourced
Workplace: MetroManila, Quezon, Manila
Salary: Agreement
Work form: Full time
Posting Date: 07/11/2025
Deadline: 18/12/2020
Company Description
Outsourced.ph is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Job Description
The Client Service Delivery Advocate Representative assists in reviewing the support ticket queue, analyzes current status on tickets, identifies tickets that are at risk of breaching KPI and SLA's. They provide clear and concise communication to the business client base and internal staff. The Client Service Delivery Advocate Representative has frequent contact with clients, internal teams, and 3rd party vendors. The chosen candidate will provide exceptional communication skills, a strong attention to detail and high sense of urgency through the commitment to exceed client expectations and continuous improvement of delivered services.
The Client Service Delivery Advocate must be available to perform work on a floating-shift basis. Work hours per day and days per week may vary and are dependent upon operational needs. Work schedules may be adjusted dependent upon needs to fulfill 24/7operational requirement in support of incidents, projects, implementations and execution of scheduled or emergency maintenance procedures.
Qualifications
Essential RESPONSIBILITIES and ACCOUNTABILITIES:
· Excellent customer service skills.
· Effectively communicate to clients, peers, superiors and 3rd party vendors via email and phone.
· Ability to understand verbal and written instructions clearly and accurately.
· Handles client escalation requests by working with internal & external resources.
· Distributes status updates on High Priority request.
· Coordinates cross functional communication amongst internal departments.
· Collaborates effectively with the Management team to ensure assigned objectives are met.
· Works in alignment to, and enforcing systems, policies, and procedures.
· Keeps clients informed of progress, notifying them of impending changes or agreed outages.
· Escalates request to other team members as necessary.
· Report the utilization of Support resources and successful completion of service requests.
· Monitor open service tickets to make sure the team is meeting customer SLA's.
· Route incoming and existing tickets to the appropriate technical group.
· Champions and embraces the ability to show empathy to client facing challenges.
· Provides back-up support to other group members in the performance of job duties as required.
· Answers customer inquiries/communications as required.
· Attends regular NOC departmental meetings.
· Responsible for notifying NOC Management of any required updates.
· Maintains records in the organization's ticket system.
· Conducts follow up phone calls to survey respondents who have concerns or questions.
· Performs other related duties as assigned by management.
JOB SPECIFICATIONS - Knowledge, Skills and Qualifications:
· Strong customer service experience with focus on delivering excellence in customer service.
· Ability to effectively prioritize and execute tasks in a high-pressure environment.
· Possess excellent time management skills.
· Ability to consistently and accurately multi-task in a time sensitive client driven environment.
· Exceptional oral and written communication skills.
· Ability to relate to customer challenges and provide formal briefings in a user-friendly language.
· Ability to adhere to formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction.
· Ability to clearly document and articulate customer related issues to Company's management.
· Ability to handle multiple concurrent issues and remain calm under high pressure situations.
· Must be reliable and dependable, self-motivated and willing to learn and contribute to the development of a successful Network Operations Center team.
· Ability to work closely with peers and operations and engineering teams.
· Ability to function in a 24/7 operational environment.
· Ability to work a flexible schedule on weekdays and weekends as required.
· Must be able to use a PC and have knowledge of Word, Excel and Outlook
Additional Information
Work schedule - US PST Sun - Thurs: 9am to 6pm | Manila Time Sun - Thurs 1am - 10am
But must be flexible and willing to work on shifting schedule
Must be willing to work in Eastwood after Pandemic
With reliable PC/Laptop
With reliable internet connection
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.
SmartRecruiters
Outsourced.ph is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Job Description
The Client Service Delivery Advocate Representative assists in reviewing the support ticket queue, analyzes current status on tickets, identifies tickets that are at risk of breaching KPI and SLA's. They provide clear and concise communication to the business client base and internal staff. The Client Service Delivery Advocate Representative has frequent contact with clients, internal teams, and 3rd party vendors. The chosen candidate will provide exceptional communication skills, a strong attention to detail and high sense of urgency through the commitment to exceed client expectations and continuous improvement of delivered services.
The Client Service Delivery Advocate must be available to perform work on a floating-shift basis. Work hours per day and days per week may vary and are dependent upon operational needs. Work schedules may be adjusted dependent upon needs to fulfill 24/7operational requirement in support of incidents, projects, implementations and execution of scheduled or emergency maintenance procedures.
Qualifications
Essential RESPONSIBILITIES and ACCOUNTABILITIES:
· Excellent customer service skills.
· Effectively communicate to clients, peers, superiors and 3rd party vendors via email and phone.
· Ability to understand verbal and written instructions clearly and accurately.
· Handles client escalation requests by working with internal & external resources.
· Distributes status updates on High Priority request.
· Coordinates cross functional communication amongst internal departments.
· Collaborates effectively with the Management team to ensure assigned objectives are met.
· Works in alignment to, and enforcing systems, policies, and procedures.
· Keeps clients informed of progress, notifying them of impending changes or agreed outages.
· Escalates request to other team members as necessary.
· Report the utilization of Support resources and successful completion of service requests.
· Monitor open service tickets to make sure the team is meeting customer SLA's.
· Route incoming and existing tickets to the appropriate technical group.
· Champions and embraces the ability to show empathy to client facing challenges.
· Provides back-up support to other group members in the performance of job duties as required.
· Answers customer inquiries/communications as required.
· Attends regular NOC departmental meetings.
· Responsible for notifying NOC Management of any required updates.
· Maintains records in the organization's ticket system.
· Conducts follow up phone calls to survey respondents who have concerns or questions.
· Performs other related duties as assigned by management.
JOB SPECIFICATIONS - Knowledge, Skills and Qualifications:
· Strong customer service experience with focus on delivering excellence in customer service.
· Ability to effectively prioritize and execute tasks in a high-pressure environment.
· Possess excellent time management skills.
· Ability to consistently and accurately multi-task in a time sensitive client driven environment.
· Exceptional oral and written communication skills.
· Ability to relate to customer challenges and provide formal briefings in a user-friendly language.
· Ability to adhere to formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction.
· Ability to clearly document and articulate customer related issues to Company's management.
· Ability to handle multiple concurrent issues and remain calm under high pressure situations.
· Must be reliable and dependable, self-motivated and willing to learn and contribute to the development of a successful Network Operations Center team.
· Ability to work closely with peers and operations and engineering teams.
· Ability to function in a 24/7 operational environment.
· Ability to work a flexible schedule on weekdays and weekends as required.
· Must be able to use a PC and have knowledge of Word, Excel and Outlook
Additional Information
Work schedule - US PST Sun - Thurs: 9am to 6pm | Manila Time Sun - Thurs 1am - 10am
But must be flexible and willing to work on shifting schedule
Must be willing to work in Eastwood after Pandemic
With reliable PC/Laptop
With reliable internet connection
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.
SmartRecruiters
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Quezon City, Metro Manila
Permanent
Full-time
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