Customer Service Representative CSR

Dynamix; Tagbilaran; On-site; PHP 279,000 - 391,000; Full time

Job summary

Dynamix in the Philippines is seeking a Frontline Support Specialist to deliver excellent service for inbound inquiries, acting as the single point of contact for customers and vendors, and handling routine and non-routine incidents.

You will investigate and resolve technical issues with initiative, coordinate with vendors and internal teams, document actions, and continuously improve knowledge to adapt to changing support processes and schedules.

Qualifications

• Provide first-line support for reported incidents.
• Deliver excellent customer service for inbound queries.
• Serve as single point of contact for customers and vendors.
• Investigate and resolve inquiries with initiative, including network and hardware issues.
• Collaborate across departments to resolve issues.
• Aim to meet 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, looping in all major stakeholders as needed.
• Communicate with customers and clients to provide updates and resolution of technical issues.
• 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.

Skills

Multitasking

Customer service

Communication

Problem solving

Tools

Salesforce

TOAST

Aloha NCR

Job description

Job Description

Your mission

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

Why us?

We are a fast paced technology company with a strong sense of pride in our employees. We recognize that everyone makes a difference in what we do for our customers everyday and empowering people to achieve their goals is the common ground we all share. In return, Dynamix provides everyone opportunities to take continuing education courses. By investing in our workplace we can focus on the 'how' instead of the 'what', creating a true learning culture where everyone can excel in doing what they love doing.

About Us

We are a team of seasoned engineers, strategists, and business rock stars who excel in solving complex puzzles. With over a decade of experience in the IT industry, we have been producing and designing innovative full-stack technology services and communication solutions that help companies achieve their goals.

Our global presence spans across multiple countries, including The United States, India, The Philippines, and the Netherlands. We have successfully provided our services in over 55 countries, delivering exceptional solutions that are as smart as they are effective.

We understand the value of technology and how it can transform businesses. That’s why we work closely with our customers to understand their unique needs and deliver tailor-made solutions that exceed expectations.

Requirements