Customer Service Representative

hammerjack is an innovative Australian company that specialises in offering top-tier skilled professionals in various fields, including but not limited to Administration, Finance and Accounting, IT Programming, Engineering, Sales and Marketing, and many others.

Whether you prefer a hybrid or work-from-home setup or the full office experience, hammerjack provides all employees with the opportunity to enjoy the benefits of an eco-friendly workplace, a playroom, free meals, and unlimited access to a built-in bar stocked with drinks and snacks.

It's a place where professionals are inspired to advance and innovate, adapting to the "new normal" of today's world.

What's in it for you?

• Competitive Salary
• Flexible Work Arrangement
• Retention Bonus (Up to Php 100,000)
• Health Coverage for you and one of your qualified dependents on Day 1
• Day shift (AU Time zone) + Fixed Weekends Off
• Paid Time Offs - can be converted into cash
• Government Mandated Benefits – 13th-month pay.
• Group Life Insurance

Additional Perks and Benefits:

• Work from Home Equipment Provided
• Free Access to Bar (Unli Premium Coffee, Soda, Tea, and Booze)
• Free Meal every Wednesday
• Monthly Employee Engagement activities
• Wellness Programs
• Townhall Events
• Christmas Events, Year-end Parties
• Outings
• Team Building
• Acoustic Jamming Sessions

The Customer Support Representative is responsible for inbound and outbound service delivery such as but not limited to customer service, data entry, sales, and data management.

• Note and track customer issues and raise potential opportunities and risks
• Manage customer expectations on service disruptions or service delivery delays

Reporting

• Provide stakeholders with regular reporting about activities
• Raise emerging issues, concerns, or areas of opportunity that affect customers' experience and/or the effectiveness and efficiency of processes

Customer Service and Sales

• Learn and execute the processes of the assigned tasks and accounts being managed, including
  o Analysing of data and performing actions as appropriate to achieve communicated objectives
  o Managing customer concerns and queries across different channels – chat, email, calls
• Ensure customer satisfaction by providing excellent service at every opportunity
• Maintain a high level of quality and efficiency on all tasks or accounts managed by observing best practices and utilizing available tools
• Case management of customer concerns until resolution has been achieved

Account Management

• Manage and help resolve potential customer issues before it becomes an escalation; provide full support in helping the team in overcoming and preventing customer escalations
• Develop healthy relationships with the clients and their customers, encouraging trust and confidence in the role, hammerjack, and the client
• Respond to queries from the client pertaining to services rendered by hammerjack
• Handle client complaints and ensure resolution by liaising between the client, other internal departments, third-party companies and government agencies, as necessary
• Case management of customer concerns and escalations until resolution has been achieved
• Understand the clients' businesses, recognize pain points in other parts of their businesses and realize potential service opportunities that hammerjack can provide. 
• Raise the same with the Account Manager for exploration
• Ensure attendance, participation and cooperation during knowledge transfer sessions and other meetings with the client
• Collaborate with the team and contribute to the overall success of the program by sharing best practices and playing an active role in meetings, workshops etc.

Ad hoc tasks

• Tasks deemed necessary to ensure excellent customer experience as determined by management

• Has wide experience in servicing customers across different service and sales channels i.e. chat, emails, calls (inbound and outbound) and industries
• Above average oral and written communication skills 
• Analytical 
• Resourceful 
• Detail-oriented, always able to provide accurate and high-level quality work 
• Flexible and able to tailor-fit the approach depending on the task at hand

• Knowledge of Microsoft Office applications such as Outlook, Word, Excel, and PowerPoint 
• Ability to learn new systems and tools as needed

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