Customer Care Representative

5 days ago

Manila, National Capital Region, Philippines Satori Full time

Job Summary:

Role includes contact centre work primarily inbound) as well as completing Client's Sales Force

case-work, in line with policies and procedures.

This role is 40 working hours on a rostered basis Monday – Sunday assisting and coordinating

with customers with their hardware and software requests, process orders, moves, adds and

changes from origin to dispatch.

Job Responsibilities:

  1. A key member of the Customer Care team by supporting the delivery of a professionally

managed, efficient and effective service to our customers, dealers and installers.

  1. Working closely with other parts of the business providing the customer with an

exceptional level of service.

  1. Processing customer requests in an accurate and efficient manner, while communicating

well with the customer to ensure they are never out of the loop.

  1. Working as an active and constructive member of the team.

  2. Helping create a culture that is productive, open, honest, professional, innovative,

friendly and sustainable.

  1. Keeping our customer promise of helping them achieve their business outcomes means

we take care of their journey with us every step of the way.

  1. Manage expectations and anticipate new requirements by monitoring usage of our SaaS

platform and their business growth.

  1. Processing subsequent sales and facilitating adds, moves and changes within their

business.

  1. Ensure that customers are kept up to date with new features and products whenever we

are in contact with them

  1. Specific tasks include:

● Deal directly and promptly with customers, installers and other internal and

external customers either by telephone or electronic means.

● Obtain and evaluate all relevant information to handle inquiries and issues.

● Log and manage requests and unresolved issues.

● Record details of actions taken in SalesForce, and follow all appropriate business

processes and procedures.

● Identify and escalate situations requiring urgent attention with clear and concise

notes.

● Proactively follow up on on-hold cases so that you can provide outcomes to our

customers.

● Processing subsequent sales orders and facilitating adds, moves and changes

within our customers' businesses accurately, efficiently and cost effectively from

origin to dispatch.

● Identifying growth opportunities and providing our customers with the most

appropriate solution to fit their needs.

● Keeping customer satisfaction and ease of dealing with the Company at the top

of mind.

● Communicate and coordinate with internal departments & ramp; provide support

for Sales Representatives.

● Provide a complete and professional experience for all customers.

● Print and post Paper RUC licences to our customers on a rostered basis.

● Testing New Features - to be an asset in the Customer Care team we have

determined that a small exposure to testing new features allows a greater level of

assistance being given to inquiries. You may be required to complete

Operational Acceptance Testing of our software on a regular basis.

● Follow all safety and wellbeing procedures and instructions, including reporting

hazards, incidents and accidents and participating in safety and participating in safety and wellbeing initiatives and programs as required.

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