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Workplace Service Delivery Analyst - CRM/Space

Mandaluyong City Job No. r00170022

Job Description

The CRM / Processing Analyst responds to customer inquiries or completes routine administrative processing requests via multiple access channels including service request via Service Now, email, call, Teams.  To work in a high performing centralized environment aiding virtual customers. 
Deliver Workplace services within agreed time, quality, and cost.

  • Respond to inquiries and/or process requests via calls, emails, tickets according to established processes and policies. Process transactions / operational requests in workplace service or finance / tools domain
  • Experience working in workplace related tools or process is an added advantage.
  • Demonstrated, well-developed verbal and written communication skills;  Customer-oriented; seeks solutions that will provide value to end-user
  • Raise or escalate cases that do not have or do not fit yet in existing practice and process documentation.
  • Document transactions according to established process documentation and/or as required based on business requirement.  Enhance and improve operational workflow and performance.
  • Validate and process transactions based on various sources, such as but not limited to, service request tickets, trackers/tools, invoices, transaction receipts or documentation.
  • Resolve discrepancies and/or disputes according to established processes and policies.
  • Track, monitor and complete transactions from request to payment. 
  • Raise or escalate transactions that are inaccurate and/or aging.
  • Generate and validate reports for various business requirements, such as but not limited to status reports, scorecards, dashboards, etc.
  • Provide insights on transaction trends such as but not limited to, usual requests or inquiries, customer behaviors, internal or cross-functional process changes impact.
  • Actively participate in all process improvements stages: conceptualization, implementation and continuous process improvements.


Must have:

  • Graduate of Bachelor's Degree
  • Must have 4-5 years’ experience in shared service / processing experience or workforce management or call center experience from voice and non-voice, preferably Technical Support

Nice to have

  • Knowledge of space utilization and facilities management.
  • Knowledge of supervisory practices and principles.
  • Possess excellent communication skills, both written and verbal
  • Convincing/negotiation skills
  • Maintain a focus on Customer service.
  • MS Excel skills

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