Customer Service Administrator

1 day ago

Taguig, National Capital Region, Philippines HGS Offshore Staffing Solutions Full time ₱800,000 - ₱1,200,000 per year

DAY 1 HMO

Onsite | NIGH SHIFT

General Summary:

While exhibiting excellent customer service, coordinates and facilitates leasing inspections; receives job orders and verifies information, locates closest qualified inspectors and coordinates job orders, provides follow-up on any issues or concerns from clients, acts as liaison with client and inspector, and handles all details to ensure a successful inspection. Problem-solves for equitable solutions and ensures efficiencies.

Essential Functions:

  • Responsible for successful coordination of inspections in assigned territory
  • Provides excellent customer service to both clients and inspectors
  • Receives and reviews inspection order; researches to locate closest, qualified inspector; assigns job order and provides all other relevant information
  • Effectively, proactively, and professionally communicates with both inspectors and clients regarding updates, questions, or problems in a timely manner
  • Demonstrates extensive knowledge of inspection process, Quiktrak products, and services
  • Negotiates rates with inspectors, when appropriate
  • Acts as liaison with client, lessee, and inspector to ensure effective communication on all job orders
  • Communicates with clients on the status of all open jobs in a timely manner
  • Monitors the status of all jobs processed and ensures inspections through to completion
  • Prepares estimates for clients for job orders; ensures adequate documentation exists in job notes/pricing notes for inspector pay and client billing
  • Documents both excellent and unsatisfactory completion of inspections
  • Responds to client or inspector issues efficiently and in a timely manner
  • Responds to inquiries from other departmental personnel and works with appropriate teams to resolve problems
  • Ensures processes deliver intended outputs (ISO 9001:2015)
  • Reports on the performance of the Quality Management System and opportunities for improvement (ISO 9001:2015)
  • Promotes customer focus throughout the organization (ISO 9001:2015)
  • Maintains integrity of the Quality Management System during changes (ISO 9001:2015)
  • Reports on the performance of the international security management system to top management (ISO 27001:2013)
  • Data entry of equipment lists
  • Performs other duties as assigned
Job Conditions
  • Heavy telephone usage, extensive computer work, and dealing with irate clients
  • Fast-paced environment, requires teamwork, attention to detail, active listening, problem-solving, and organization skills
  • Must work independently with only general direction, handle multiple deadlines, and communicate effectively in English
  • May be required to work overtime depending on business needs
  • No remote access
Interpersonal Contacts
  • Contacts inside and outside the company, including customers, inspectors, and team members
  • Majority of contacts via phone, with some face-to-face
Emotional Quotient / Communication
  • Communicate effectively with management (open dialogue, positive solution-focused, customer-driven)
  • Communicate effectively with co-workers, clients, and inspectors
  • Function as a team player with positive communication
  • Actively seek company-wide business information and work with manager/team to share
Education and Experience
  • High school education or equivalent
  • Six months' experience working at Quiktrak; or any equivalent combination of education and experience providing required skills

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