Customer Service Specialist - #129918

JTI - Japan Tobacco International

Date: 1 week ago
City: Manila, Metro Manila
Contract type: Full time

We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves, and they are given the opportunity to grow, travel and develop, amazing things can happen.

That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, ten years running.

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea.

Learn more:

This job posting will remain open until the vacancy is filled.

Department: Order-To-Cash

Location: Taguig, Philippines


The Customer Service Specialist will be an integral member of the O2C Finance pillar of GBS Manila with the following key responsibilities:

a) Ticket Resolution - includes daily and month-end deliverables
b) Collaborate on issue resolution (root cause analysis, corrective and mitigation plans)
c) Support with SAP testings and perform J-SOX controls as required
d) Contribute to stabilize, simplify and improve processes


1.) Daily Operations

  • Processing of Customer Service transactions, includes daily and month-end deliverables.
  • Track and manage Customer/SCM inquiries.

2.) Control and Compliance

  • Compliance to policies & procedures: Ensure compliance to Global Operating Guidelines, policies and procedures. This is achieved by adhering to Corporate policies and procedures, GBS procedures and internal guidelines; and also ensuring that Entities adhere to Corporate and GBS policies and procedures.
  • JSOX: Responsible for executing and evidencing any JSOX controls where the Customer Service Expert is identified as the control owner in the JSOX GRM, ensuring compliance to these controls and they are executed timely and in full compliance with JSOX GRM to meet internal/external audit standards.

3.) Analytical, Reporting and Process Improvement

  • Analytical and Reporting: Responsible to prepare routine reports and analysis that are high quality, accurate and timely. To prepare additional reports at the request of the Team Lead, where required.
  • Process improvements: Continuously review current processes and also monitor performance based on KPI/performance metrics being reported on monthly basis in order to identify and discuss with Team Lead on the potential areas for improvements.

4.) Support to TEam, Other Process Teams and Projects

  • To provide assistance and support to the Team Lead to ensure that the objectives and targets of the team are met.
  • To support the team so as to achieve high level of teamwork during document processing and resolving Customer Service related issues.
  • Where required, to participate and provide support in cross functional activities within the GBS, Corporate and GBS projects and initiatives

5.) Entity Support

  • Demonstrate commitment to achieve service excellence and be customer focused; and ensure timely communication and resolution of queries/issues.
  • Provide good support to Entities by developing knowledge of the entity's business and operational needs and provide expert advise/solution on Customer Service related matters.

6.) Other task/s

  • Assist with various tasks and projects as they arise and upon manager’s request.


  • A Bachelors Degree holder
  • 2 to 3 years related business experience with a company of a similar size
  • Strong analytical skills
  • Exceptional written and oral communication skills
  • Strong knowledge of Microsoft Excel
  • SAP HANA experience
  • Proficient in written and oral English
  • Advanced logistics knowledge such as inventory management, transport, warehousing, insurance, legalization, export documents management,
  • MS Office package,SAP ECC/APO experience or other ERP
  • Good experience in SAP HANA.
  • Can adapt to use of financial systems
  • High level of accuracy and attention to detail
  • Have a sense of urgency
  • Proactive in identifying process improvement opportunities
  • Ability to work under pressure and tight deadlines
  • Excellent interpersonal skills
  • Ability to communicate effectively with internal and external customers
  • Willingness to take charge/responsibility/ownership
  • Desire to seek for learning and self-improvement opportunities


  • Be covered with medical insurance upon hiring, with dependent coverage and medicine allowance
  • Receive cash allowances such as meal and transport allowance
  • Flexible working arrangements
  • Have access to over 200 company training
  • Be part of a truly international and diverse company with over 40,000 employees in 130 countries.
  • Experience the culture of an Investors in People certified company
  • Find out why 9 out of 10 employees recommend us to a friend.
  • Understand why 9 out of 10 employees say they feel free to be themselves

What are the next steps – Recruitment process:

Thank you for applying!

We will make sure to give you feedback 2 weeks after the application deadline.

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