Customer Service Representative (csr)Ready Group Global

Ready Group Global delivers IT Enterprise Architecture for Accounting Firms through the provision of projects, services, and products. Specialising in data security, workflow efficiency, new generation applications and multi location workforce requirements.
We're different from other companies in the following ways:
We're not a BPO. You're more than just a number.
Our PH team are equal with onshore team. We're not an 'outsourced team' that is managed remotely.
You report directly to the company and not the BPO itself.
You'll be included in the company strategy and get international business experience.
We're a small team and have a more tight knit culture
You will be reporting directly to the Service Delivery Supervisor and will be working closely with the Support team handling client queries via email and inbound calls.
Position Overview:
We are seeking a Customer Service Representative who is responsible for delivering a positive experience to clients and prospects during their interaction with our business 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 client's 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 in order to accurately dispatch tickets.
Key Responsibilities
Customer Service:
Responsible to all incoming calls to the company and relaying the information to relevant team members
Making outbound calls to clients as needed
Provide a point of contact for clients
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
Dispatch:
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 Connectwise 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
Ticket Management:
Overseeing our assigned resource work in progress, monitoring open tasks and following up on technicians
Following up Stale Tickets, Ageing and Client Communication between the technician and the client
Monitoring tickets about to breach SLA and following up
Ticket balancing such as reassigning tasks or requests as needed
Managing ticket balancing across service boards in Connectwise
Thorough check on ticket exceptions, ticket statuses to make sure that requests and issues handled by technicians are in line with Service Delivery process and guidelines
Other Adhoc tasks
Why Join Us?
Normal operation hours: 6am to 3pm or 8am to 5pm in Eastwood City
Generous Salary, Benefits and HMO included
Regular team events and social culture
Fast career and salary advancement
Opportunity for fast promotion
Fixed Weekends Off!
Strong communication skills both verbal and written
Experience working with foreign companies in a customer service capacity (preferably Australian)
Customer Service, Multi-tasking and Critical Thinking are required
Attention to detail with the ability to work independently
Willingness to grow in the role and learn new skills on the job
Resourcefulness to use the tools provided by the company
Good organizational, email management, phone and administrative skills
Experience in procurement is a plus
Takes ownership and acts on behalf on entire company
Able to work well under high-pressure and can think quickly on her feet
Single Parent Leave
Paid Sick Leave
Paid Vacation Leave
Paid Bereavement/Family Leave
Paid Holidays
Flexitime
Maternity & Paternity Leave
Entry Level / Junior, Apprentice Customer Service IT and Software 1 opening Graduated from high school
Ready Group Global delivers IT Enterprise Architecture for Accounting Firms through the provision of projects, services and products. Specialising in data security, workflow efficiency, new generation applications and multi location workforce requirements. We're different to other companies in the following ways:- We're not a BPO. You're more than just a number.- Our PH team are equal with onshore team. We're not an 'outsourced team' that is managed remotely.- You report directly to the company and not the BPO itself. - You'll be included in the company strategy and get international business experience.- You're not just a "number" - We're a small team and have a more 'tight knit' culture.
Kalibrr

Quezon City, Metro Manila
Permanent
Full-time