Customer Service Representative (CSR)

Dynamixcloud; Cebu City; On-site; PHP 279,000 - 390,600; Full time

Job summary

Dynamixcloud is seeking a Frontline Support Specialist in Cebu City, Philippines. In this role, you will provide exceptional customer service and act as a single point of contact for managing both routine and non-routine incidents and requests.

Your responsibilities include troubleshooting technical issues, communicating effectively with customers and vendors, and maintaining a high standard of customer satisfaction. The ideal candidate must be adaptable, possess excellent problem-solving skills, and be familiar with systems such as SalesForce and TOAST.

Qualifications

• Ability to multi-task and adapt to changes.
• Resourcefulness and efficiency in problem-solving.
• Familiarity with key company and vendor systems.

Responsibilities

• Provide excellent customer service through various communication channels.
• Document and track technical issues in a centralized database.
• Escalate issues to ensure timely resolution.
• Close tickets efficiently while maintaining attention to detail.

Skills

Multi-tasking

Adaptability

Problem-solving

Customer Service

Tools

SalesForce

TOAST

Aloha (NCR)

Job description

Help businesses stay ahead of the game with innovative cloud communication and IT solutions.

Your profile

• 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

Summary:

As a Frontline Support Specialist, you will be responsible for providing excellent customer service in response to inbound customer inquiries. Provide a single point of contact for customers and vendors, dealing with the management of both routine and non-routine incidents, problems and requests. This may involve answering questions, troubleshooting problems, and providing guidance or assistance.

Investigate and resolve technical issues using own initiative and communicate with vendors, customers, and different teams internally to expedite resolution and close tickets.

Qualifications

• 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)

Key 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