Position Summary:
The Customer Service Representative (CSR) is responsible for ensuring a positive experience for customers and prospects through phone, ticket, and email interactions. This role requires strong verbal and written English communication skills, with the ability to confidently set expectations and guide conversations professionally.
A successful CSR acts as a customer advocate—understanding support requests, empathizing with customer concerns, and accurately assessing the urgency and nature of each inquiry. Using a combination of process tools and sound judgment, the CSR is responsible for properly dispatching tickets and managing the entire ticket lifecycle. This includes monitoring service boards and dashboards, providing timely updates to customers, coordinating with engineers, and ensuring service levels are met.
While the primary focus is customer support, the CSR also handles all inbound communication to the business, which may include potential sales inquiries or leads in addition to support requests from current customers.
Job Details:
Onsite(Global One, Eastwood)
Monday to Friday
Start time: 5:30 AM to 8 AM Philippines Time
End Time: 2:30 PM to 5 PM Philippines Time
Responsibilities:
Dispatch
- Triage support and general requests and review incoming email queries as they arrive through email, manual entry, or direct customer input, following process documentation.
- Enter all requests for service work into ConnectWise as outlined in the process documentation.
- Monitor Service Boards for new tickets.
- Contact customers to provide updates on incidents and task progress.
- Contact customers to request clarification or additional information when needed.
Customer Service
- Handle all incoming calls to the company and relay information to the appropriate team members.
- Make outbound calls to customers as needed.
- Serve as a primary point of contact for customers.
- Improve customer service experience, perception, and satisfaction.
- Build strong rapport with customer contacts.
- Take ownership of customer concerns.
- Identify, track, and resolve inbound customer inquiries.
- Relay information between customers and internal teams regarding work in progress.
Ticket Management
- Perform ticket balancing, including reassigning tasks or requests when necessary.
- Manage ticket distribution across service boards in ConnectWise.
- Conduct thorough checks on ticket status and exceptions to ensure technician work aligns with Service Delivery processes and guidelines.
Qualifications:
- Open to Fresh graduates or candidates with up to 1 year of experience in a similar role.
- Strong conceptual understanding of customer service principles.
- Experience interacting with Australian and/or North American customers is highly preferred.
- Resourceful and able to effectively use the tools and systems provided by the company.
- Strong verbal and written communication skills.
- High attention to detail.
- Ability to multitask, prioritize, and manage time effectively.
- Takes ownership of responsibilities and acts in the best interest of the company.
- Able to work well under pressure and think quickly in fast-paced situations.
- Strong organizational skills with effective email, phone, and administrative management.
- Experience in an IT or Software-related company is a plus.
- Experience working in an international environment or BPO setting is an advantage.