Family Support Advisor - CSR, Taguig

To provide frontline support to families by addressing their inquiries, resolving concerns, and ensuring timely and efficient service delivery in adherence to SLAs and SOPs resulting in customer satisfaction.

Customer Assistance and Frontline Support

• Act as frontline support, assisting and guiding customers with requests and concerns, primarily related to Records.
• Handle inquiries across various communication channels (phone, email, in-person, etc) adhering to SLAs and SOPs
• Acknowledge customer complaints, provide initial resolutions, and escalate issues when necessary

Ticketing and Process Management

• Ensure smooth processing of requests and maintain a 24-hour SLA for first response and contact resolution.
• Support families with record processing and documentation while ensuring accuracy, confidentiality, and compliance with organizational policies.
• Assist in furnishing and preparing documents to meet the requirements.
• Coordinate with the relevant teams to address and resolve blockers, such as missing or incomplete documentation, ensuring smooth processing of requests
• Maintain accuracy and confidentiality in managing customer records and documentation.

Communication Support

• Ensure that families receive accurate and timely updates regarding records requests.
• Provide clear communication about document availability and service-related processes in compliance with SOP
• Assist in ensuring that all payments related to document/records requests are communicated and settled.
• Other tasks to support initiatives and priorities of the Records and Family Support team

Qualifications and Requirements

Educational Background:

• Bachelors degree in Business Administration, Education, or a related field

Work Experience:

• At least 1 year of experience in customer service, the BPO industry, or a related field.

Technical Skills:

• Proficient in using office software (Microsoft Office Suite, Google Workspace)
• Knowledge of customer relationship management (CRM), ticketing system, tools, or student information systems (SIS).

Additional Requirements:

• Strong organizational and time management skills.
• Excellent communication and interpersonal skills.
• Detail-oriented with a strong commitment to confidentiality and accuracy.
• Ability to work independently and as part of a team.
• Adept at organizing and retrieving large volumes of data efficiently
• Comfortable working in a dynamic and fast-paced environment
• Experience in document management and editing processes, ensuring compliance with standards.
• Strong organizational skills for managing multiple cases, requests, and documentation effectively.

Work Set up:

• Hybrid schedule Monday to Friday
• Flexible to work overtime during peak times, such as the start of the school year, graduations and enrollment periods