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VN 015/2026 National Customer Service Officer at IOM

Manila, National Capital District, Philippines -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

0.0

Posted On

13 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Workload Management, Performance Management, Incident Management, Problem Management, Stakeholder Liaison, Relationship Building, ERP Systems, Oracle Cloud Fusion ERP, Customer Service Support, Process Adherence, Prioritization, Adaptability, Information Processing

Industry

International Affairs

Description

IOM has undertaken a Business Transformation process, a priority driven by IOM’s Internal Governance Framework (IGF) initiative including a global review of its enterprise resource planning management (ERP)-based process flows to update its systems and establish a fit-for-future way of working globally. Since January 2025, the ERP used at IOM is Oracle Cloud Fusion ERP, internally known as Wave. Other systems that integrated with Wave, such as Salesforce, PRIMA SharePoint system and related satellite technologies complete the information systems landscape. Under the supervision of the GSSC Business Support and Improvement Manager, the National Customer Service Officer coordinates and supervises a team of Tier 1 and 2 support agents. In this role, the Successful candidate ensures the quality of service of Wave Tier 1 and 2 support, adherence to Incident and Problem management processes, and serves as the primary coordination focal point, maintaining close collaboration with the other teams involved in Wave support, particularly the Corporate Solutions Unit (CSU) located in Valencia for guidance and Tier 3 issue interfacing.

Responsibilities

The National Customer Service Officer coordinates and supervises a team of Tier 1 and 2 support agents for the Oracle Cloud Fusion ERP system, known as Wave. This role ensures service quality, adherence to incident and problem management processes, and acts as the primary coordination focal point with other support teams, including Tier 3 interfacing.