Process Improvement Administrator

The Process Improvement Administrator will play a key role in supporting the Customer Care Team through timely communication of process updates and reminders, documentation of Care’s process maps, clear, accurate and up-to-date Salesforce knowledge base articles (soon to be replaced by Confluence), as well as being the Subject Matter Expert for all process related enquiries.

• Creating, maintaining and improving processes within Customer Care Team
• Engaging with other departments on cross-departmental improvements
• Updating and maintaining documentation on process improvements and process performance
• Documenting standardised policies, procedures and processes
• Measuring and reporting process changes
• Reporting updates to Senior Process Improvement Lead on performance and process change approval.

• At least 2 years of experience in an administrative function, preferably with experience in the ecommerce industry
• Experience in creating documentation and reports on processes
• High level of understanding of current processes and procedures
• Excellent verbal and written English communication skills
• High level of time management and organisational skills
• High attention to details and analytical and problem-solving skills
• Proficient in Microsoft Excel and Access
• Must be willing to work from Mondays to Fridays following an early morning shift
• This role will temporarily work from home but is permanently based in Bonifacio Global City, Taguig City

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.