Customer Service Administrator

Summary

Coordinates audit requests for assigned customer account (s); ensures assigned inspector has appropriate skill set and qualifications for audit assignments; ensures audits are coordinated effectively and according to each accounts' expectations. Responds promptly to client and inspector inquiries.
Reviews and analyzes audits for accuracy and integrity of information. Updates Manager with critical information requiring further analysis. Works to complete accurate bill records at audit completion. All efforts aim to improve customer service, costs, and audit quality and maintain positive relations with
customer (s) and the inspector base.

Responsibilities

• Receives inspection/audit requests from clients; updates dealer maintenance with accurate location information and appropriate inspector choice.
• Coordinates scheduling for qualified inspector within client timelines and the client's profitability guidelines.
• Communicates promptly with both inspectors, clients, and /or management team with regards to updates, questions or problems with jobs; and works with appropriate department personnel to resolve problems.
• Coordinates certifications with the Regional Managers to ensure inspectors understand the procedures specific to the account (s).
• Documents rating and feedback for each inspector to improve quality.
• Reviews audit/inspection results for accuracy and validity and changes the status to approved, so the completed product is sent to the client.
• Conducts analysis on audits/inspections that meet specific criteria, utilizing a variety of Quality Assurance reports, determining if there are any potential exposures.
• Updates Manager and/or Regional Managers if severe quality or potential exposures exist.
• Documents rating and feedback for each audit/inspection to improve quality.
• Maintains audit/inspection list to ensure timely transfer of information to client.
• Works directly with manager, teammates and clients for continuous process improvement.
• Serves as back-up for other team members to ensure timely completion of all workload in order to mitigate the client’s risk and meet time service expectations.
• Maintains billing records for each job completed, to ensure billing and pay are accurate.
• Ensuring that the processes are delivering their intended outputs (ISO 9001 :2023)
• Reporting on the performance of the Quality Management System and on opportunities for improvement in particular to top management (ISO 9001 :2023)
• Ensuring the promotion of customer focus throughout the organization (ISO 9001 :2023)
• Ensuring that the integrity of the Quality Management System is maintained when changes to
  the QMS are planned and implemented. (ISO 9001 :2023)
• Reporting on the performance of the information security management system to top management (ISO 27001 :2023)
• Reporting on the performance of the Occupational Health and Safety Management system to top management (ISO45001:2023)
• Conforming to and participating in the requirements of the Environmental Management system (ISO14001:2023)
• Reporting on the performance of the Environmental Management system (ISO14001:2023)

Qualifications

• Strong interpersonal skills with ability to actively participate in a team environment to accomplish established goals
• A bachelor's degree and established customer service experience preferred. Experience in Auto and/or Equipment Finance industry desired.
• Strong computer skills, including use of Microsoft Office, navigating the web.
• Proactive, organized, detail-oriented, highly motivated team player
• Excellent customer service skills and experience
• Ability to communicate effectively both verbally and in writing
• Ability to work in teams and independently
• Maintain effective working relationships
• Read, write and speak English at an acceptable level to perform job functions.

Why Diversify?

Since 2012, Diversify has created a culture where its people come first. With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila. You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.

Position Overview

Dress Code Smart Casual Working Hours 7am - 4pm Spoken Language Filipino & English Benefits Medical, Dental, Misc Allowance Company Size 1,000-1,500 Employees Average Processing Time 2 weeks

Experience Diversify: Your Future Simplified