Customer Service RepresentativeBooth & Partners

Job Description This is a remote position. About the Client: Audinate leads the world in networked media with our 'Dante' technology which is used extensively in professional audio & video applications, including live events, broadcast, entertainment venues and communication systems. Dante harnesses the power of IT networking to make AV better, replacing the need for specialised point-to-point analogue and digital connections. With audio and video making up so much of our daily lives, we play an important role in every great audio visual moment. The Dante technology embedded in popular AV products makes it possible for users to connect sound and vision like never before. You'll find us in the largest companies and institutions like the Sydney Opera House, NFL Media Headquarters, Microsoft, major universities and even a 900-year old cathedral featured in Harry Potter. Job Summary: You will be be the initial point of contact for inquiries relating to licensing, billing, RMAs, presales, our website, marketing, training and certifications, and other miscellaneous inquiries from customers. Youll be confident taking ownership of customer issues and have experience providing high quality support interactions to clients internationally in a B2B environment. This is a new role and the preferred candidate will be someone that is comfortable establishing processes, practices and workflows and who is looking to consolidate and grow their career in Customer Service. Success in this position requires attention to detail, a high level of organisation and coordination with cross-functional teams such as Sales, Support, Marketing, Training & Professional Services. In addition, youll have a strong process improvement mentality with the desire to learn about Dante products and the AV sector. Responsibilities: Provide a high standard of customer service and ensure accurate and comprehensive tracking of inbound queries Answer customer queries or route questions to the right department for resolution Monitor outstanding tickets and keep stakeholders informed of progress Manage and effectively p rioritise customer email correspondence Monitor and start the resolution process for customer issues if they occur and act as a customer advocate across the organisation Support timely and accurate execution of resolutions to customer questions Help identify trends in customer inquiries to help improve our contact forms and workflows Requirements Solid administration and organizational experience with an eye for detail Experience in a customer service environment where youve dealt with a broad range of inquiries, including some basic technical support queries (L1) Experience with Salesforce or equivalent CSM platform Proven experience with Excel, Word , file management programs, email systems and online portals Proven multi-tasking ability: able to prioritise effectively Strong English communication skills, both verbally and in writing Ability to foster positive rapport across multiple departments and staff levels Ability to interact effectively with multinational team members and customers in a global environment Solution oriented, self-starter that can succeed working independently in a highly dynamic environment Strong initiative to learn and provide feedback for improvement A focus on meeting or exceeding targets Must be amenable to report to our Makati and BGC office Must have Fiber Optic internet with at least 25 Mbps bandwidth Must have a backup desktop or laptop with the latest OS Must be able to work from 6AM-3PM Additional desired skills and experience Knowledge of/interest in the AV sector Knowledge of/interest in networking, IoT or electrical engineering Benefits WHAT WE OFFER: Great Place to Work-Certified Company Premium HMO Holistic employee experience Work-from-home and hybrid work setup Rewards and incentives Monthly engagement activities Career advancement opportunities Paid referral program
foundit

Philippines
Permanent
Full-time