27 December 2018
IT Admin

Overview:

This is an exciting opportunity to work with a people centric, customer focused business. Beepo is a fastg rowing BPO in Clark, Pampanga.

We are looking for candidates with a strong background in Office Administration. Candidates must have the willingness to learn and work as part of a team. You will need great English communication skills, both written and verbal. Work hours are during the day, with a 7am start time and end at 4pm.

You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your focus and innovative thinking to this role. This is an opportunity to grow your career quickly.

The Customer Service Representative is responsible for delivering a positive experience to both internal and external clients during their interaction by phone, chat, ticket and email. The Customer Service Representative possesses verbal and written Australian English
comprehension and can hold confident, expectation setting conversations.

Successful Customer Service Representative is a customer advocate who understands client requests and empathises with a clients’ situation, particularly for support related requests. The CSR uses a combination of process tools and his/her own logic to assess urgency and the
nature of incoming requests to accurately dispatch tickets.

A CSR is expected to evolve in understanding the ticket lifecycle and follow up work in progress, monitors service boards and live dashboards to update clients on work in progress and follow up engineers on work in progress.

While the service component of the role is the major component, the role is responsible for all inbound contact to the business including inbound sales requests and inbound leads. The CSR also provides ad hoc administrative support to senior team members and executives.

Duties and Responsibilities:

● Responsible to all incoming calls to the company and relaying the information torelevant team members.
● Making outbound calls to clients and suppliers as needed.
● Provide a point of contact for clients/suppliers.
● Improve customer service, perception, and satisfaction.
● Build strong rapport with client contacts.
● Take responsibility for customer concerns.
● Find and resolve inbound customer queries.
● Relaying information to/from customers on work in progress.
● Triage support/general requests and comprehend on email requests/queries as they arrive through email, manual entry or direct customer input as outlined in process documentation
● Enter any request for service work into Freshservice as outlined in process
documentation.
● Monitor Service Boards for new tickets.
● Contacting customers to advise of incident and task progress.
● Contacting clients to request clarification or additional information as requested.
● Overseeing our support team's work in progress, monitoring open tasks and following up on technicians.
● Following up Stale Tickets.
● Following up Rescheduled or Overdue Tickets or requests.
● Monitoring tickets about to breach SLA and following up.
● Ticket balancing such as re-assigning tasks or requests as needed.
● Receiving Goods in Beepo IT and closing Pos.
● Inquire for quotations and consulting suppliers.
● Follow Up Open Projects in Beepo IT.
● Follow Up Open Opportunities in Beepo IT.
● Other Beepo IT Administration tasks.
● Other ad-hoc administration tasks.