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VN 016/2026 National Customer Service Support 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 Coordination, Tier 1 Support, Tier 2 Support, Service Quality Monitoring, Incident Management, Problem Management, Stakeholder Liaising, Relationship Building, ERP Functional Areas, Information Systems Concepts, Prioritization, Working Under Pressure, Systematic Process Driving, Oracle Cloud Fusion ERP, Salesforce, SharePoint

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 National Customer Service Officer, the National Customer Support Officer will assist in coordinating a team of Tier 1 and 2 support agents, with a particular focus and direct responsibility over T1 support agents. The incumbent will participate in monitoring the quality of service of Wave Tier 1-2 support, adherence to Incident and Problem Management processes, and collaborate with the other teams involved in Wave support. The successful candidate will support the continuity of operations during out-of-business hours shifts.

Responsibilities

The National Customer Support Officer will assist in coordinating Tier 1 and Tier 2 support agents, focusing directly on T1 agents, while monitoring service quality and adherence to Incident and Problem Management processes for the Wave ERP system. The incumbent will also collaborate with other Wave support teams and ensure operational continuity during out-of-business hours shifts.