About msg global solutionsmsg_map_19_countries_500x254.jpg

Successfully serving the insurance industry since the early 1980’s, msg develops and implements core financial operations systems for insurance and reinsurance companies. Our clients include many of the largest insurance and reinsurance companies in the world.

msg global consultants, deployed through 19 companies in 15 countries, deliver consulting services and solutions to help clients realize the full benefit of SAP software. Our consultants provide value to clients through the creation and customization of systems that enhance workflow, improve operational efficiency, effectively deploy resources, facilitate the exchange of data, and respond to reporting requirements.


Job Posting

Makati City, Philippines
Job Function: CSC Analyst
FLSA Status: Full-Time

Date Needed: Immediately

We are currently seeking a Customer Service Center (CSC) Analyst to join our team in Makati City, Philippines. CSC Analysts provide SAP first level support to our worldwide development centers. In addition to technical and analytical expertise, the ability to excel in a global team environment, effectively communicate and achieve results is critical in this role.

Position Requirements:

Candidate must possess at least a Bachelor’s or College Degree in one of the following areas: Business Studies, Administration, Management, Commerce, Economics, Finance, Accounting, Banking, Humanities, Liberal Arts or equivalent.

At least two years working experience in the related field is required for this position.

Applicants must be willing to work in Makati City.

Preferably one to four years’ experience specializing in customer service or related industry.

Job Description:

Ticket processing analysis and dispatch

  • Monitors and processes incoming messages and emails
  • Creates tickets for customers logging issues through phone or email
  • Dispatches tickets to appropriate consultants when necessary

Ticket process monitoring

  • Checks open, urgent and highly visible tickets and makes sure tickets are processed in a timely manner
  • Monitors and processes tickets that have long processing times and ensures that tickets are resolved
  • Monitors SLA and ensures that the initial reaction time is met
  • Clarifies issues and concerns on any new processes implemented within CSC

Team Ticket Process Compliance

  • Ensures all relevant fields in the ticketing tool are correctly populated and compliant according to the customers’ guidelines
  • Records all hours in the AR tool or equivalent ticketing tool

Expert knowledge on the use of the Global Project Management Tool

  • Must know how to use the Global Project Management tool and if needed, conduct training
  • Consistently resolves tickets with the proper reaction and solution times
  • Generate reports for administrative purposes

Report Preparation and Administrative Responsibilities

  • Generates reports as required
  • Attends all meetings as scheduled by CSC team lead and/or SAP counterparts including: regular daily, weekly and quarterly meetings and emergency meetings

Other related tasks maybe assigned from time to time

This job description is designed to cover or contain a general listing of activities, duties or responsibilities that are required of this position. Additional duties and responsibilities may be added as required.

msg global solutions offers highly competitive compensation packages including paid leaves, 13th month pay, medical and insurance benefits together with the mandated statutory benefits.

Qualified candidates, please submit your resume and cover letter to our Human Resources contact, Christine Labanda. We will directly contact candidates whose qualifications meet our needs to proceed with the application process. Your interest in msg global solutions and your time are appreciatedDue to the number of resumes we receive, it is not possible to contact every candidate.

msg global solutions is an equal opportunity employer.