83 Social Services jobs in the Philippines

The CXC Specialist (Omni Channel) is a vital member of our Customer Experience Center team, responsible for addressing a wide range of guest inquiries and concerns across multiple channels. This includes handling post-cruise calls, loyalty program inquiries, chat, email correspondence, River, and managing social media interactions. This role focuses on delivering world-class service that aligns with our brand vision, ensuring each guest interaction is personalized and efficient while meticulously recording guest preferences and history.

Multi-Channel Support

• Handle inbound inquiries from guests, travel advisors, and shipboard personnel via phone, chat, and email, providing timely and accurate responses and resolutions in alignment with brand standards.
• Provide exceptional post-cruise support by addressing any exemplary inquiries or issues related to guest experiences.

Social Media Management

• Monitor and respond to guest concerns and escalations on Celebrity Cruises' social media platforms, ensuring high-quality service and productivity levels for the North America, UK, and Australia markets.
• Monitor and respond to guest concerns and escalations on Celebrity Cruises' social media platforms, ensuring high-quality service and productivity levels for the North America, UK, and Australia markets.

Receives and responds to complex customer service inquiries on social media as outlined in the subsections below.
General

• Constantly monitors social media platforms to identify and respond to servicing inquiries/escalations.
• Constantly monitors social media platforms to identify and execute engagement opportunities.
• Responsible for achieving individual metrics and service level agreements within departmental parameters.
• Formulates accurate and efficient responses across all social platforms in a timely manner.
• Handles situations that require the adaptation of responses, extensive research, and advanced problem-solving skills based on the information provided by the customer.
• Responsible for communicating with all relevant shipboard and shoreside departments, external vendors, and providing appropriate follow-up.
• Responsible for taking ownership of all customer concerns and ensuring a full and appropriate resolution is reached within departmental timelines.
• Facilitate appropriate compensation and resolution options based on department standards, and assist them in making exceptions to company policy, upgrades, special air arrangements, etc., while keeping aligned with the best interest of both the company and the customer. Also owns all escalated matters regardless of topic.
• Must also possess the knowledge and ability to back-up other areas of the Engagement Center departments as needed, including but not limited to escalations.
• Meet and exceed departmental targets.
• Partners with the shipboard team to create a seamless pre, in-cruise and post-cruise vacation experience.
• This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Execution

• Review user-generated comments and posts in a quick and timely manner.
• Respond to comments, when appropriate, to foster a positive community and add value to the users' experience.
• Enforce the Social Care Guidelines as defined.

Qualifications And Education

• Understanding of popular social networks - design, functionality, users
• Proficiency in social listening tools.
• Exceptional communication skills within the team.
• Elevate attention to detail.
• Excellent verbal, written, and presentation skills.
• Proficiency in written English.
• Understanding of Customer Care guidelines.
• Bachelor's Degree preferred.
• Experience: 2 years of customer service

Financial/Quantitive Responsibilities

• The ability to issue refunds.
• The ability to offer/issue Letters of Credit up to the full value of the original booking.
• The ability to offer Onboard Credits and other Amenities.

How Has The Job Changed/Grown

• The Social Care team will be knowledgeable in all pre and post cruise job responsibilities for the North America, UK and AUS markets.
• Must also possess the knowledge and ability to back-up all other areas of the Engagement Center departments as needed, including but not limited to escalations and River expertise.
• Facilitate appropriate compensation and resolution options based on department standards, and assist them in making exceptions to company policy, upgrades, special air arrangements, etc., while keeping aligned with the best interest of both the company and the customer. Also owns all escalated matters regardless of topic.
• The Celebrity Way is an industry defining service culture of the brand's unwavering commitment to elevating every moment for our customers, guests and each other alike. It drives us to continuously pursue excellence, uphold the highest standards and foster an environment of inclusion and mutual growth. Through the Celebrity Way and in conjunction with Propelled by People we nurture a global community of passionate professionals dedicated to going above and beyond in every interaction. By delivering Consistent, Elevated, and Hospitality-driven experiences, we nurture employee and guest loyalty, forging lasting relationships and building a legacy of exceptional service that distinguishes The Celebrity Way as the benchmark in luxury hospitality.

INTERNAL/ EXTERNAL RELATIONSHIPS
Internal: including but not limited to Celebrity Engagement Center Leadership, Marketing, Global Communications, Shipboard Teams, Consumer Outreach Leadership, TS&S Leadership, Casino Leadership/Resolutions.

External: Guests (pre-cruise, post-cruise, onboard, future guests & escalated guests)

Physical Requirements

• The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodation. While performing job functions, the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a PC, communicate, listen, and assess information.
• The employee may move about the office complex, may travel to other office locations, and may lift, push, pull or move 10 to15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.

WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside and outside the office.

The CXC Specialist (Omni Channel) is a vital member of our Customer Experience Center team responsible for addressing a wide range of guest inquiries and concerns across multiple channels This includes handling post-cruise calls loyalty program inquiries chat email correspondence River and managing social media interactions This role focuses on delivering world-class service that aligns with our brand vision ensuring each guest interaction is personalized and efficient while meticulously recording guest preferences and history

Multi-Channel Support

Handle inbound inquiries from guests travel advisors and shipboard personnel via phone chat and email

• providing timely and accurate responses and resolutions in alignment with brand standards
• Provide exceptional post-cruise support by addressing any exemplary inquiries or issues related to guest experiences

Social Media Management

Monitor and respond to guest concerns and escalations on Celebrity Cruises' social media platforms ensuring high-quality service and productivity levels for the North America UK

• and Australia markets

Monitor and respond to guest concerns and escalations on Celebrity Cruises' social media platforms ensuring high-quality service and productivity levels for the North America UK

• and Australia markets

Receives and responds to complex customer service inquiries on social media as outlined in the subsections below

General:

• Constantly monitors social media platforms to identify and respond to servicing inquiries/escalations
• Constantly monitors social media platforms to identify and execute engagement opportunities
• Responsible for achieving individual metrics and service level agreements within departmental parameters
• Formulates accurate and efficient responses across all social platforms in a timely manner
  Handles situations that require the adaptation of responses extensive research- and advanced problem-solving skills based on the information provided by the customer
  Responsible for communicating with all relevant shipboard and shoreside departments external vendors- and providing appropriate follow-up
• Responsible for taking ownership of all customer concerns and ensuring a full and appropriate resolution is reached within departmental timelines
  Facilitate appropriate compensation and resolution options based on department standards and assist them in making exceptions to company policy upgrades special air arrangements etc while keeping aligned with the best interest of both the company and the customer- Also owns all escalated matters regardless of topic
  Must also possess the knowledge and ability to back-up other areas of the Engagement Center departments as needed- including but not limited to escalations
• Meet and exceed departmental targets
  Partners with the shipboard team to create a seamless pre in-cruise and post-cruise vacation experience
  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position- Employees will be required to perform any other job-related duties assigned by their supervisor or management

Execution:

• Review user-generated comments and posts in a quick and timely manner
  Respond to comments when appropriate- to foster a positive community and add value to the users' experience
• Enforce the Social Care Guidelines as defined

QUALIFICATIONS AND EDUCATION

Understanding of popular social networks - design functionality

• users
• Proficiency in social listening tools
• Exceptional communication skills within the team
• Elevate attention to detail
  Excellent verbal written- and presentation skills
• Proficiency in written English
• Understanding of Customer Care guidelines
• Bachelor's Degree preferred
• Experience: 2 years of customer service

FINANCIAL/QUANTITIVE RESPONSIBILITIES

• The ability to issue refunds
• The ability to offer/issue Letters of Credit up to the full value of the original booking
• The ability to offer Onboard Credits and other Amenities

HOW HAS THE JOB CHANGED/GROWN

The Social Care team will be knowledgeable in all pre and post cruise job responsibilities for the North America

• UK and AUS markets
  Must also possess the knowledge and ability to back-up all other areas of the Engagement Center departments as needed- including but not limited to escalations and River expertise
  Facilitate appropriate compensation and resolution options based on department standards and assist them in making exceptions to company policy upgrades special air arrangements etc while keeping aligned with the best interest of both the company and the customer- Also owns all escalated matters regardless of topic
  The Celebrity Way is an industry defining service culture of the brand's unwavering commitment to elevating every moment for our customers guests and each other alike It drives us to continuously pursue excellence- uphold the highest standards and foster an environment of inclusion and mutual growth
  
  Through the Celebrity Way and in conjunction with Propelled by People we nurture a global community of passionate professionals dedicated to going above and beyond in every interaction By delivering Consistent Elevated and Hospitality-driven experiences we nurture employee and guest loyalty forging lasting relationships and building a legacy of exceptional service that distinguishes The Celebrity Way as the benchmark in luxury hospitality

INTERNAL/ EXTERNAL RELATIONSHIPS

Internal: including but not limited to Celebrity Engagement Center Leadership Marketing Global Communications Shipboard Teams Consumer Outreach Leadership TS&S Leadership Casino Leadership/Resolutions

External: Guests (pre-cruise post-cruise onboard future guests & escalated guests)

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodation While performing job functions the employee is regularly required to sit stand write review and type reports compile data operate a PC communicate listen

• and assess information
  The employee may move about the office complex may travel to other office locations and may lift push pull or move 10 to15 pounds Visual requirements include distant close and color vision- and ability to adjust focus

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job The environment includes work inside and outside the office

Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

A DAY IN THE LIFE …

• Monitoring of digital and social media channels, collecting, structuring, analyzing data, generating insights and giving actionable recommendations that contribute to the digital strategy of the Market, Brands and relevant functions.
• Omnichannel analysis to deliver data-driven conclusions in reports/ dashboards/ presentations to address business questions, including but not limited to owned digital and social channels measurement, analysis of marketing campaign performance, analysis and insight on brand ecosystem and crisis listening.
• Gather business requirements and feedback, analyze them, and transform into actionable recommendation to ensure accurate and timely delivery of reports and ad-hoc requests.
• Perform independently ad-hoc analysis/ research as required by business to deliver clear, concise and actionable insights and findings to relevant stakeholders. Present findings to internal and external stakeholders.
• Social listening to identify potential reputational risks and giving timely report to help Market/Brands to help prevent issue escalation, provide support in issue management
• Maintain PowerBI reports by extracting, collecting, and consolidating the data to save it on repository location like SharePoint. Refresh the report on a periodic basis as aligned with Market. Contact POC if there is any issues and challenges on the reports.
• Keep track of trending conversations in our community and across our competitors to provide actionable insights to Partners that will improve messaging and content creation.
• Set alignment calls with Market Partners, Brand Teams and eBusiness Lead to present the report, insights, and recommendations.
• Work closely with Brand teams/Businesses/Functions on the day-to-day execution of analytics projects and initiatives to support them in meeting their performance objectives.
• Attend and facilitate alignment calls with Market Partners to monitor action items and ensure that all needed support are being addressed.
• Ensure all relevant data is processed, labelled/tagged, and structured accurately in corresponding digital and media analytics tool

ARE YOU A FIT?

• Bachelor's degree in Communications and other related courses
• 6-12 months of experience working in Digital and Social Media
• Strong knowledge of how Social Media platforms work (Twitter, Facebook, LinkedIn, Instagram, YouTube, TikTok)
• Knowledge in different digital metrics across social media platforms
• Specific hands-on experience with social media listening tools (Social Studio, Socialbakers, Sprinklr, TalkWalker, Google Analytics or similar)
• Ability to work with large volumes of data and find the story in the metrics, create and communicate findings by analyzing data from variety of sources, both quantitative and qualitative.
• Proficient user of MS Word, PowerPoint and Excel
• Data visualization experience with Power BI or similar tools is a plus
• Strong data analysis and problem-solving skills.
• Background working with analytical tasks
• Proficiency in English language for both written and oral.
• Working with high-volume, multi-platform, complex tasks
• Exposure to working in a corporate and multi-cultural setting

1. Job Objective

· To handle and coordinate labor and union-related cases, ensuring timely and effective resolution in compliance with applicable labor laws, collective bargaining agreements (CBAs), and company policies.

2. Principal Accountability

· Manage all labor-related legal cases involving employee disputes, union grievances, disciplinary actions, and collective bargaining violations.

· Act as the company's legal representative in labor courts, tribunals, arbitration panels, and administrative hearings.

· Provide legal support during union negotiations, collective bargaining agreement (CBA) drafting, and interpretation of CBA terms

· Collaborate with HR, Legal, Operations, and other departments to manage and resolve cases.

· Monitor changes in labor legislation and assess the impact on company policies and practices.

3. Key success factor to measure your accountability

· 100% of labor/union cases resolved within a defined timeframe

· Ensures case outcomes are legally defensible and reduces risk of reversal or penalties.

· 100% Ratio of favorable outcomes (e.g., dismissals, employer-favorable rulings, successful settlements) vs. total cases represented in court or arbitration.

· Case backlog below 10% of total caseload.

4. Job Specification

Education or Working Experience

Juris Doctor (JD) or equivalent legal degree from a recognized institution.

Licensed to practice law in relevant jurisdiction.

Minimum 1-2 years of experience in litigation.

Experience in a corporate legal department, labor law firm, or with a unionized workforce is highly preferred.

Other skills and Knowledge

Strong leadership and team management skills.

Excellent negotiation and conflict resolution abilities.

Strategic thinking with the ability to balance legal risks and business objectives.

Superior written and verbal communication skills.

High level of integrity and professional ethics.

Proficiency with legal research tools and case management software.

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• On-site parking
• Paid training
• Pay raise

Work Location: In person

• Bachelor of Science in Nursing (BSN)
• Valid Registered Nurse (RN) license.
• You'll work closely with physicians, case managers, and insurance providers to ensure optimal patient care
• Excellent communication, leadership, and organizational skills.
• Willing to assign in Makati City

Job Type: Full-time

Pay: Up to Php50,000.00 per month

Work Location: In person

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you

Account specific roles and responsibilities:

• Administer medications, treatments, and medical procedures as prescribed by healthcare providers. Monitor vital signs and assist with wound care, IV therapy, or other medical interventions.
• Maintain accurate and up-to-date patient records, documenting care provided, changes in condition, and any incidents or concerns.
• coordinates with US insurance providers

Job Description:

• Provides customer support through different communication channels (Phone, email, chat).
• Resolve issues & accommodate customer inquiries to ensure satisfaction with products or services.
• Collaborate with colleagues and different departments to resolve complex issues
• Maintain accurate records on customer interactions, transaction, feedback, etc.

• Basic knowledge about Medicare and Medicaid
• 1 year BPO Healthcare Experience related to reviewing medical records, authorization, claims, denials and appeals.
• Good to excellent communications (both verbal & written) and detail oriented
• Ability to multitask (taking in calls and responding to email)
• Organized and keen attention to details
• Familiar with common medical terms
• Willing to report onsite in MAKATI
• Amenable working night shifts

What can we offer you?

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all inclusive environment where everyone thrives

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description
The Case Management Lead is primarily responsible for overseeing, leading, and evaluating the effectiveness of customer-impacting workflows to ensure seamless and efficient service delivery. This role acts as a key partner across internal teams and external stakeholders, driving improvements in workflow design and automation to enhance customer experience and reduce manual, agent-assisted processes.

Duties And Responsibilities

• Primarily responsible for overseeing, leading and evaluating the effectiveness of customer impacting workflows.
• Align and collaborate with Operations and Voice of the customer teams to understand and resolve customer pain points and challenges
• Champion customer experience improvement in CRM workflow management
• Drive automation and system improvement initiatives to lessen agent-assisted transactions and manual processes
• Partners with representatives of other internal and external groups to identify and address workflow design issues
• Identify performance improvements in existing workflows and recommend enhancements
• Identifies and effectively prioritizes workflow design requirements and regularly communicates updates to stakeholders
• Engage key stakeholders and participate with them on monitoring and reporting progress of work streams.
• Define the high level requirements, governance, metrics, and management practices to be used for case management.
• Set overall direction for the team and conduct mobilization team orientation
• Supervise and lead project plans, assign action items as needed, track progress, cascade updates and changes within and outside the CXM organization
• Work closely with other development teams to ensure the end to end solution meet the business requirements
• Be aware of security implications when implementing solutions
• Maintain accountability for the delivery of program capabilities and business results
• Provide regular reporting to management
• Disseminates information to all stakeholders in a manner that will help facilitate and help ensure front liner and customer change management prior launch dates
• Facilitate discussions on system improvements concerning workflow management
• Provides user requirements and follow through to ensure end to end solution is met
• Align with contact center BPOs on workflow challenges, gathers insights and engage them as stakeholders in redesigning CX

KPIs

• NPS

• % Case Resolution

• % Repeat Reduction
• % Reduction in Manual Processes

• % End to end automation in GlobeOne

• Internal Customer Satisfaction

• Individual Development Plan
• CXM Opex

Competencies
Critical thinking to dissect performance issues and identify root causes and solve problems
Strong Orchestration, Consultation, Facilitation And Communication Skills
An ability to work autonomously and collaboratively
Excellent Attention To Detail, With Strong Organizational Skills
Experience in Project Management
Skills
Experience in CRM development and integration preferred

• Soft Skills: Creative Communications, Relationship Development
• Hard Skills: Project/Program Management, Change Management
• Certification/License: Change Management

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

Global Pacific Support
is partnering with one of its valued U.S.-based clients to hire a
Case Management Virtual Assistant
who has experience working with American companies and supporting
U.S. Veterans
.

This role calls for a professional who's organized, empathetic, and able to handle sensitive information with precision and care.

Responsibilities

• Manage Veteran case files, ensuring accuracy, timeliness, and confidentiality.
• Coordinate appointments, follow-ups, and documentation with Veterans and support partners.
• Prepare reports, maintain databases, and track progress on ongoing cases.
• Communicate with clients and stakeholders via email, phone, and video — always with empathy and clarity.
• Support process improvement by identifying gaps and proposing efficiency solutions

Requirements
*Qualifications *

• Minimum 2 years of experience working as a Virtual Assistant, Case Manager, or Administrative Support Specialist for a U.S.-based company.
• Prior experience supporting Veteran-focused services (e.g., healthcare, benefits, or advocacy) preferred.
• Excellent written and verbal communication skills in English.
• Proficiency in CRM tools, Google Workspace, Microsoft Office, and project/task management apps.
• Strong attention to detail, organizational skills, and discretion with sensitive data.
• Ability to work U.S. time zones and maintain consistent communication