Full Time

Customer Service Representative

Position Summary:

The Customer Service Representative serves as the vital link between our external customers and internal technicians. Primarily responsible for handling customer service tickets via our Freshworks system, the role focuses on efficient data entry and exceptional communication. This role ensures that customer requests are accurately and promptly translated into actionable service tasks in our E-automate system for technicians to fulfill. The position is predominantly administrative and is key to maintaining effective customer relationships and efficient internal workflows.

Job Details:

  • Work from Home
  • *Following US Holidays

Possible Shifts:

  • Mondays to Friday | 8 AM to 5 PM (EST)
  • Mondays to Friday | 8 AM to 5 PM (PST)
  • Mondays to Friday | 8 AM to 5 PM (MST)
  • Mondays to Friday | 8 AM to 5 PM (CST)

Responsibilities:

  • Promptly and professionally answer incoming calls, epitomizing a customer-centric approach.
  • Actively listen to customers to understand their inquiries and concerns, providing clear, accurate, and timely responses.
  • Efficiently process helpdesk tickets, ensuring customers are redirected to the appropriate department or receive the necessary service calls.
  • Handle service calls concerning copy machine hardware, software, and maintenance issues, taking initiative to resolve problems and minimize downtime.
  • Thoroughly document all customer interactions, maintaining precise and up-to-date records which can be utilized for future reference and analysis.
  • Collaborate seamlessly with other departments, sharing pertinent information to expedite the resolution of customer issues.
  • Attend regular training sessions to continually enhance knowledge and skills, staying abreast of company policies, procedures, and technological advancements.
  • Execute other duties as assigned, displaying a willingness and flexibility to contribute to the team's objectives.
  • Manage incoming service tickets via the Freshworks ticketing system, ensuring prompt and accurate response.
  • Translate customer needs from service tickets into actionable tasks in the E-automate system, effectively serving as the intermediary between customers and technicians.
  • Prioritize service tickets according to defined Service Level Agreements (SLAs) and customer needs.
  • Communicate status updates and ETAs to customers as needed, maintaining a high level of customer satisfaction.
  • Monitor and manage ticket queues to ensure even workload distribution among team members.

Qualifications:

  • A minimum of two years of experience in a customer service role, preferably in a call center setting, showcasing a capacity to manage a high volume of requests and deliver outstanding customer service.
  • Basic understanding of computer hardware and software, aiding in the effective handling of technical inquiries.
  • Proficiency in Microsoft Office suites, especially Excel and Word, to manage data and documentation efficiently.
  • Demonstrated ability to prioritize tasks and adhere to deadlines in a high-paced environment.
  • Exceptional communication skills, both oral and written, facilitating professional and constructive interactions with customers and team members.
  • Team-oriented with a problem-solving mindset, taking ownership of tasks to ensure a high standard of service.
  • Education equivalent to the completion of the twelfth grade is essential, with a college degree being desirable.

by Carl Trinidad

Contracts Attorney

Position Summary:

Join our dynamic legal team as a Contracts Attorney where your expertise in contract law will play a pivotal role in guiding our organization through various legal landscapes. Your contribution will be crucial in navigating complex agreements and ensuring compliance directly impacting our success in key transactions and partnerships.

Job Details:

  • Work from home
  • Monday to Friday | 9 AM to 6 PM Manila Time

Key Responsibilities:

  • Drafting and Revision of Legal Documents: Skillfully draft, review, and revise a diverse array of documents, including procurement agreements, consulting and services agreements, and confidentiality agreements. Your keen eye for detail and understanding of legal nuances will ensure the accuracy and effectiveness of these critical documents.
  • Preparation of Supporting Legal Documents: Take charge of preparing vital documents such as certificates to support miscellaneous transactions. Your role will be integral in facilitating smooth and legally sound transaction processes.
  • Contract Analysis and Summarization: Review and succinctly summarize the key terms of important agreements. Your analytical skills will aid in simplifying complex contractual details, providing clear guidance to stakeholders, and assisting in overall legal compliance.
  • Management of Virtual Data Rooms: Oversee and organize virtual data rooms in connection with major financings and other significant transactions. Your organizational skills will be essential in ensuring that all relevant legal information is accessible and well-managed during these critical processes.
  • Ad Hoc Legal Support: Be ready to take on additional responsibilities as directed, adapting to various legal needs that arise. Your flexibility and broad legal expertise will make you an invaluable asset to the team in a range of scenarios.

Qualifications:

  • Juris Doctor (JD) degree from an accredited law school.
  • At least 3 years of experience in a similar role
  • Proven experience in corporate contract law, with a strong background in drafting, reviewing, and managing legal documents.
  • Excellent analytical, negotiation, and communication skills.
  • Demonstrated ability to manage multiple tasks in a fast-paced environment.
  • Strong organizational skills and attention to detail.
  • Proficiency in managing virtual data rooms and using legal management software.

by Carl Trinidad

Business Development Representative

Position Summary:

The Business Development Representative (BDR) will be responsible for engaging with potential clients, managing inbound leads, and scheduling appointments for studio visits. This role focuses on converting warm leads into booked appointments, ensuring an excellent customer experience throughout the process. The BDR will work closely with the internal sales and operations teams to ensure seamless lead management and follow-ups.

Job Details:

  • Shift Options:
    • Tuesday to Saturday: 2 AM to 11 AM Manila Time
    • Sunday to Thursday: 4 AM to 1 PM Manila Time
  • Work Arrangement: Remote / Work from Home
  • Holidays: Follows local holidays based on the candidate's country of hire

Responsibilities:

  • Lead Management & Follow-up: Engage with inbound leads through calls, emails, and text messages, following up to maximize appointment bookings.
  • Appointment Setting: Schedule studio visits for leads, ensuring optimal alignment with their availability and preferences.
  • CRM Utilization: Maintain accurate and up-to-date information in the CRM, tracking all lead interactions and ensuring consistent communication.
  • Performance Tracking: Meet or exceed set targets for appointment booking and lead conversion rates. Adjust strategies based on performance data.
  • Client Communication: Address questions and concerns from potential clients, providing clear and concise information about services and promotions.
  • Collaborative Team Effort: Work closely with the sales and operations teams to improve lead conversion processes and customer engagement strategies.

Qualifications:

  • Experience: Minimum of 2 years in, sales, or business development role, preferably in a high-growth environment.
  • Communication Skills: Strong verbal and written communication skills, with the ability to engage effectively over the phone, email, and text.
  • Time Management: Ability to manage time effectively with a strong sense of urgency and prioritization.
  • CRM Proficiency: Experience using CRM tools to track and manage leads (HubSpot, Salesforce, or similar).
  • Sales-Driven: Goal-oriented with a proven track record of meeting or exceeding performance metrics.
  • Flexibility: Ability to work staggered shifts, including weekends, to accommodate potential clients’ schedules.

by Carl Trinidad