Order Management Specialist

Discover your 100% YOU with us!

Position: Order Management Specialist
Location: Taguig City
Work setup & shift: Onsite | Dayshift
Salary package*: ₱30,000.00 - ₱50,000.00

Why join us?

You'll have:

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Be a part of something big! We're building a new team to support Australia's dynamic challenger in the telco space, a company committed to redefining customer experiences and pushing the boundaries of digital innovation. This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

About the Role:

We are looking for a proactive and detail-oriented Order Management Specialist to join our EB Fulfilment team. This role is pivotal in delivering exceptional back-office support and service delivery across a range of telecommunications products and customer segments. You will be responsible for managing complex administrative tasks, ensuring accuracy, and maintaining high service standards to support customer satisfaction and business efficiency.

As an Order Fulfillment Coordinator, you will:

Key Responsibilities Administrative & Service Delivery Support

Accurately process customer and internal transactions in line with internal policies and regulatory standards (e.g., IPND).
Apply a “right-first-time” approach to minimize rework and enhance operational efficiency.
Resolve order exceptions, fallouts, and rejections promptly, including direct customer engagement when necessary.
Maintain comprehensive and accurate documentation for all service delivery activities.
Manage shared mailboxes and dropboxes, ensuring timely and accurate responses.
Handle RFQs and RFIs, and create corresponding orders upon approval.
Coordinate number porting tasks, cutover schedules, and liaise with carriers and vendors to ensure seamless transitions.
Triage service desk/ICT requests and convert to MACs or return as appropriate.
Allocate incoming requests to order managers and manage TER and third-party vendor orders.
Escalate issues or bottlenecks to the Team Leader to ensure timely resolution.

Communication & Stakeholder Engagement

Respond to internal and external queries via email, phone, and other channels.
Provide timely updates on request statuses and escalate issues when needed.
Collaborate with cross-functional teams to gather information and resolve issues.
Liaise with vendors and internal teams to meet delivery timelines for complex service requests

Product & System Knowledge

Maintain up-to-date knowledge of company products across consumer and business portfolios (Mobile, Telephony, IP, Fixed).
Participate in training sessions and stay informed on product, policy, and system updates.

Process Improvement & Reporting

Contribute to the development and refinement of administrative and order management processes.
Participate in initiatives aimed at reducing manual work and improving workflow efficiency.
Support reporting efforts by extracting and analyzing relevant data in collaboration with the Team Leader.
Identify opportunities to streamline similar functions for improved team productivity.

Team Collaboration

Actively engage in team meetings, training, and knowledge-sharing activities.
Contribute to achieving team service levels and performance targets.
Support quality assurance initiatives and uphold departmental standards.

What You Need: Non-negotiables

Minimum 3 years of experience in a customer-facing or administrative support role.
Strong attention to detail and commitment to data accuracy.
Excellent communication skills across phone, email, and digital platforms.
Proficient in Microsoft Office Suite (Word, Excel, Outlook).
Working knowledge of telecommunications products and technologies (Mobile, Fixed, Voice, IP, PSTN).
Typing speed of at least 45-50 WPM.
Experience in service delivery tasks such as order processing, relocations, and terminations is a plus.