Advanced Associate, Professional Services

Advanced Associate, Professional Services responsible for completing and quality checking key back-office activities that underpin entry and registration transactions; provide second-line support to customer service teams and customers in examination centres with complex process issues. Key duties include maintaining high-quality customer service, liaising with customers and teams via phone, Teams and email, developing professional relationships with internal and external customers, leading a temporary staff team during peak processing periods, delivering processes to meet SLAs, escalating issues to the team manager, performing quality checks of results data, participating in regular team communications, and potentially supporting other facilities or teams. Process-specific tasks include resolving errors in candidate registration and entry data, handling queries from customers and first-line teams, supporting timely delivery of certificates, coordinating early certificate production, and providing second-line system-related queries support. Core competencies emphasize customer-focused service, effective communication, teamwork, adaptability, creativity, and leadership of others; additional competencies cover decision-making, problem analysis, and recommending alternative solutions. Essential education requires a 4-year Bachelor’s degree with good PC/Excel skills; desirable experience with Oracle IQS and AS400/iseries; at least 1 year in customer service or back-office roles, with demonstrated ability to multi-task and manage time. Location noted as Mandaluyong City, Manila, Philippines, with hint that full-time employment is suggested.