Customer Service Representative (CSR)
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Job description
About the Position
Customer Service Representative (CSR)
Location: Bohol, Philippines
Employment Type: Full-time
Salary: 23,000 - 25,000 ₱ per month
Your Mission
Help businesses stay ahead of the game with innovative cloud communication and IT solutions.
Your Profile
This person will be part of our Frontline Services Team. The duties and responsibilities include:
- Provision of 1st line support for reported incidents
- Provide excellent customer service in response to a wide range of inbound customer queries
- Provide a single point of contact for customers and vendors, dealing with the management of both routine and non-routine incidents, problems, and requests
- Investigate and resolve customer inquiries using own initiative including, but not limited to, network and Internet related issues, hardware returns, restaurant menu changes, and correspondence via email
- Cross-department collaboration in planning and execution of support processes when resolving customer issues
- Achieve challenging individual and team targets
Responsibilities
- Respond to inbound customer inquiries via phone, email, and chat
- Maintain a high level of customer satisfaction through effective problem-solving and communication
- Close tickets in a timely and efficient manner, paying close attention to details
- Resolve technical issues for customers and clients by asking relevant questions to probe issues and identify root cause
- Communicate with vendors to troubleshoot and resolve technical issues, efficiently and professionally looping in all major stakeholders as needed
- Communicate with customers and clients to provide updates and resolution of technical issues, chasing updates internally and externally
- Document and track technical issues and resolutions in a centralized database
- Work with different teams internally to resolve issues and make follow-up as needed
- Escalate issues to ensure timely resolution
- Continuously improve knowledge and skills through training and self-study
- Be very adaptable to constant changes in the support process
- Work in flexible hours to match customer needs
Requirements
- Ability to multi-task, adapt to change, follow instructions, and work well with others and make decisions
- Should display resourcefulness, efficiency, originality, flexibility, and problem-solving skills
- Detailed knowledge of operating appropriate company and vendor systems including but not limited to Salesforce, TOAST, and Aloha (NCR)
We Offer
- Be part of a fast-paced technology company with a strong sense of pride in our employees
- Opportunities to take continuing education courses
- A true learning culture where everyone can excel in doing what they love doing
About the Company
Dynamix is an IT company with a personal approach. We help organizations work smarter through solutions in IT support, cloud services, cybersecurity, and modern communication. From our offices in Amsterdam, Miami, India, and the Philippines, we collaborate with clients both locally and internationally.
© Dynamix EMEA B.V.. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Dynamix is a leading provider of all-in-one IT services for US and EU based businesses. Our strength is excellence in voice, cloud and IT-management services that help customers to excel in their daily business delegating the IT operations to Dynamix. Dynamix team caters to small andmid-sizedenterprises from offices in Miami, Amsterdam and Detroit.We are young, dynamic and success-driven individuals who enjoy working with clients and making complex topics easy.We share a flat hierarchy and low bureaucracy culture, where each employee’s voice can be heard. We offer competitive salaries, truly international working experience, challenging tasks and flexible working schedules.