This is Work From Home until notice and tagged in our IBEX Shaw, Mandaluyong site. 

This would also be for a 3-6 months contract with possible absorption directly with the account/client.  

Customer Reporting Expertise: 

·        Communicate with stakeholders regarding assigned recurring and ad hoc reports and projects. 

·        Gather and ensure accuracy, integrity, consistency, and completeness of data from various sources. 

·        Follow up on missing data and scrub data to remove anomalies and upload data error-free into our in-house tool. 

·        Prepare and send final reports as per requirements and send them to recipients following the guided process. 

·        Ensure timely delivery of reports on agreed-upon due dates and communicate any delay with internal teams, providing reasons and estimated arrival time (ETA). 

·        Create, update, and de-install orders for the Service Delivery Report (SDR) team. 

·        Create or communicate required tickets for data collection or report sending. 

·        Serve as the point of contact for stakeholder inquiries on assigned reports, providing satisfactory resolutions and timely responses to ensure customer satisfaction. 

·        Use SQL skills to create queries and dashboards for data verification, delete duplicate data and coordinate with the team about deleting and re-processing existing data. 

·        Collaborate with the IT team to resolve (Extract, Transform, Load) ETL process issues to reach a timely resolution and keep the team informed. 

·        Monitor data quality and integrity to resolve data discrepancies or issues. 

·        Raise incident reports (INC) and communicate with stakeholders for resolution. 

·        Ensure accurate reporting, data integrity, and effective communication with stakeholders. 

Customer Engagement Expertise: 

•             Respond promptly to customer inquiries via phone, email, or chat. 

•             Prioritize orders efficiently and maintain up-to-date customer cases. 

•             Provide accurate information and expertly assist in issue resolution. 

•             Document all customer interactions meticulously in our CRM system, Salesforce.com. 

•             Capture customer feedback, actively contributing to continuous improvement initiatives. 

Technical Proficiency: 

·        Proficiency in MS Office (Outlook, Word, Excel). 

·        Knowledge of Siebel, a customer relationship management (CRM) system, familiar with extracting and analyzing data from Siebel to generate reports and provide valuable insights. 

·        SQL proficiency preferred - A basic understanding of SQL (Structured Query Language) is required to retrieve and manipulate data from databases. The ideal candidate should be able to write SQL queries to extract and transform data for reporting purposes. 

Required Skills: 

·        Attention to detail and identify and rectify any discrepancies or errors in the data. 

·        Excellent communication skills, both written and spoken. 

·        Strong analytical and problem-solving skills. 

·        Time management and organization 

·        Continuous learning mindset 

·        Ability to work collaboratively in a team environment. 

Availability: 

·        Willingness to work on a shifting schedule/night shifts when needed.