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Title:  GBS O2C Customer Service Specialist (Temporary)

Job ID:  79102
Country:  Philippines
City:  Taguig
Professional area:  Customer Service
Contract type:  Temporary
Professional level:  Experienced

Taguig, 00, PH, 1630


We’re JTI, Japan Tobacco International, and we believe in freedom

We think that the possibilities are limitless when you’re free to choose. We’ve spent the last 20 years innovating and creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries, and how we’ve grown from 40 to 4,000+ employees in the Philippines since 2009.


But our business isn’t just business, our business is our people. Their talent. Their potential. We believe that when they’re free to be themselves, to grow, travel and develop, amazing things can happen for our business. That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend, and why we’ve been recognized as INVESTORS IN PEOPLE in the Philippines


It’s the perfect moment for you to #JoinTheIdea. We’re opening our Global Business Service center in the heart of BGC Manila and looking for more than 300 bright minds to join a global multinational with an exciting start-up vibe.



Location: Taguig, Philippines

Reporting to: O2C Customer Service Team Lead

Type of Contract: 9 months Fixed-Term Employment



What is this position about - Purpose:


The Customer Service Specialist will be an integral member of the O2C Finance pillar of GBS Manila with the following key responsibilities:


a) Ticket Resolution - includes daily and month-end deliverables
b) Collaborate on issue resolution (root cause analysis, corrective and mitigation plans) 
c) Support with SAP testings and perform J-SOX controls as required
d) Contribute to stabilize, simplify and improve processes



What will you do - Responsibilities:


  • Processing of Customer Service transactions, includes daily and month-end deliverables. Track and manage Customer/SCM  inquiries. 
  • Compliance to policies & procedures: Ensure compliance to Global Operating Guidelines, policies and procedures. This is achieved by adhering to Corporate policies and procedures, GBS procedures and internal guidelines; and also ensuring that Entities adhere to Corporate and GBS policies and procedures.
  • JSOX: Responsible for executing and evidencing any JSOX controls where the Customer Service Expert is identified as the control owner in the JSOX GRM, ensuring compliance to these controls and they are executed timely and in full compliance with JSOX GRM to meet internal/external audit standards.
  • Analytical and Reporting: Responsible to prepare routine reports and analysis that are high quality, accurate and timely. To prepare additional reports at the request of the Team Lead, where required.
  • Process improvements: Continuously review current processes and also monitor performance based on KPI/performance metrics being reported on monthly basis in order to identify and discuss with Team Lead on the potential areas for improvements.
  • Provide support: To provide assistance and support to the Team Lead to ensure that the objectives and targets of the team are met. To support the team so as to achieve high level of teamwork during document processing and resolving Customer Service related issues. Where required, to participate and provide support in cross functional activities within the GBS, Corporate and GBS projects and initiatives.
  • Provide support: Demonstrate commitment to achieve service excellence and be customer focused; and ensure timely communication and resolution of queries/issues. Provide good support to Entities by developing knowledge of the entity's business and operational needs and provide expert advise/solution on Customer Service related matters.
  • Assist with various tasks and projects as they arise and upon manager’s request.



Who are we looking for - Requirements:



  • Bachelor's Degree in any Business/Finance/Accounting-related course
  • With at least 2yrs of experience in O2C Customer Service role within a multinational company
  • Strong skills & expertise in using MS Excel & SAP HANA 
  • Strong analytical skills & excellent communication skills
  • Amenable to work in McKinley West, Taguig (Hybrid)



What are the next steps – Recruitment process:


Thank you very much for your interest in the role.

We will make sure you will receive a reply within 2 weeks after the application deadline.


Job Segment: Temporary, ERP, SAP, Customer Service, Contract, Technology

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