• Research, manage and maintain “lists” of potential client bases and current customers
• Reach out to potential clients that will benefit from partnering with Xerox/Zebra based on marketing research
• Set appointments with qualified customers that meet criteria and standards based on company’s purpose, goals and objectives
• Collaborate with the sales specialist, define, meet and analyze targeted results
• Organize, track and maintain leads data including data entry, spreadsheets and company contact list

This role is based within the Service Delivery team here in Manila. We're looking for an exceptional person with a solid technical background and sharp troubleshooting skills to provide support for the client. 

The ideal candidate must be a self-motivated, strong team player with a proven track record of success in technical support. A good understanding of the corporate technology stack including e-mail and networking, as well as cloud computing, will be beneficial. A strong work ethic is vital in this competitive marketplace.

Key Responsibilities:

As a Customer Support Engineer, you will be responsible for supporting customers--specifically, the IT Administrators and key business contacts who implement and use Mimecast in their day-to-day roles. You should be comfortable with Microsoft Exchange, Active Directory, other e-mail related systems, as well as networking fundamentals. 

• Work with the Global Service Delivery team to provide support to our worldwide customer base.
•  Assist administrators with using the client service and ensure best practice configuration via both phone and e-mail.
•   Investigate and troubleshoot issues and make recommendations to improve system performance.
•    Provide training as needed to ensure customers understand product functionality
•   Work with and provide exceptional support to Mimecast partners and resellers

Job Management

• Maintain an efficient and orderly workflow according to priorities
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Ensure all documentation is completed in full and accurately, keep accurate records and document customer service actions and discussions
• Advising the General Manager of any issues as soon as they arise.

Customer Service

• Provide a strong customer service experience that creates engaged and loyal customers
• Answer all inbound calls in a professional and prompt manner assisting the customer to achieve their desired outcome.
• Management of online chat function.
• Schedule all access appointments. Grouped together where possible to ensure the warehouse works efficiently.
• Schedule all ‘move out’ jobs. Charge the customer's card on file. One ‘move out’ per day, preferably in the first time slot of the day, i.e. 7-8am onsite arrival.
• Ensure no access or move out is scheduled unless the account is fully paid.
• Take ownership of customer issues / disputes and follow problems through to resolution

Accounts Receivable

• Compliant with Ezebox policies and procedures
• Follow up all overdue accounts in a professional and prompt manner.
• Charge all cards on file for the balance owing and then in decreasing amounts.
• If debt is irrecoverable, following disposal procedure and schedule Ezebox’s for photography and listing on iBid.

Administration

• Ensure Ezebox CRM is accurate and up to date at all times, (i.e. delete duplicates and contacts with invalid details)
• Reconcile the Ezebox service schedule with the Ezebox CRM, update the CRM where necessary.
• Update Ezebox CRM with outcomes of jobs, (move ins, access and move outs)
• Send feedback forms to all re-delivery customers / generate review and referral business.
• Provide ad hoc reporting to management

• Address prospect and customer queries and complaints through chat, email, and calls
• Own first interaction with all leads coming in via chat
• Walk first time users through the order process, furniture selection and value added services.
• Work with marketing to own lead nurturing activities
• Share best practices, knowledge and learning with the team and the support community to enhance the quality and efficiency of customer support
• Maintain an updated list of all customer and customer interactions on the CRM
• Deliver exceptional post-order service to customers using internal tools
• Collaborate with the operations team to aid customers in order related solutions
• Gather and report insights from customer feedback and share it with the product and marketing teams to improve customer experience
• Understand and update FAQs periodically

The Customer Service and Business Administrator plays a crucial part in delivering our purpose.  You will own the customer’s journey from when they discover our brand to long after they receive their first order.

Roles and Responsibilities

Helping Customers Understand More Us

• Manage customer interactions including orders enquiries, product reviews and loyalty program questions, ensuring they feel like they are getting fast responses and feel valued
• Ensure other customer requests are allocated to the right staff member in a timely and friendly manner
• Keep a record of commonly asked questions and ensure our website has up-to-date FAQs
• Report repetitive customer issues and concerns so we can improve any ongoing product or delivery processes

Ensuring our Customers Receive Their Orders

• Manage order fulfilment including preparing labels and packing lists for dispatch
• Assist customers in tracking orders that are taking a long time to deliver

Get involved in value-creating projects

• Work with the team on specially identified projects, providing analyst support on data gathering around customer details, new products and other information
• Provide broader Business Administration support and data entry

Spending Time with our Products to Become an Advocate

• Take advantage of our awesome products to learn more about the experience than can help improve customer service (we will send you these for free!)

Help build out our Customer Loyalty offer

• Manage our loyalty program to drive sales and engagement, including new campaigns and competitions

Interacting with our Community

• Participate on questions and queries on our social media posts and ads on Facebook, Instagram, Pinterest and TikTok
• Interact with posts of other company staff and customers on all social media channels

Be part of a Growing Team

• Participate in broader company ideas including our marketing and content calendar so you have awareness of product launches, sales and competitions
• Provide insights and new ideas around other parts of the company to grow the business by bringing ideas from brands you love, to suggest improvements across the customer

• TSRs will take service requests and complaints, take collection calls, schedule services, and update account records
• Answer incoming service requests by phone, email, or online portal
• Log complaints, service issues, requests, changes to scheduled service, ensuring customers, technicians, and managers are informed of actions required and taken
• Schedule service calls & provide complete and accurate information to technicians, managers, and customers
• TSRs will serve as a link between clients, management, service, and sales team
• Assist managers & technicians with mapping, routing, and assignment of accounts and service calls
• Help clients understand their bills, navigate the customer portal, and process payments
• Conduct accounts receivable activities, including making outbound collection calls, resending invoices, escalating payment issues to managers, documenting activities and agreements
• Provide administrative support to the sales team by entering leads, pricing details, contacts, and activities into the account management system

Excellent command of written and spoken English

• Excellent communication skills
• High level of attention to detail
• Proven customer support experience or experience as a Client Service Representative
• Customer orientation and ability to adapt/respond to different requirements by different customers
• Ability to multitask, prioritize, and manage time effectively
• Ability to work amiably with the customer service team and other operations teams under stressful conditions 

• Phone sales or door to door experience is most relevant. We call our contacts nationwide to set / reschedule appointments.
• The job requires lots of dials and a positive attitude.
• We need to find qualified homeowners with a power bill, good credit score, and little to no trees shading the roof.
• As long as the homeowner is qualified we set the appointment.
• The solar architects will take care of the rest.
• They’ll quote and help with the solar install for homeowners.
• The homeowners just sit back and relax while we do the work.

• Providing customers with shipping quotes
• Identifying and selecting reputable and safe carriers for freight services
• Negotiating rates with carriers based on lane, season and carrier quality
• Booking orders with carriers and providing load information/instructions
• Tracking status of loads
• Collaborating with shippers, carriers and dispatchers to manage load schedules
• Keeping accurate records of relevant activities
• Updating customers on the status of shipments, and assisting with other inquiries
• Maintaining current knowledge of market trends in the transportation marketplace

• Answering end-user data related queries,
• Working with customers to set up and implement new solutions
• Trouble shooting with users on their reporting needs
• Validating client queries and escalating these to other team members
• Contacting clients to follow through on questions or new implementations
• Working directly with clients to set up or tweak their retail insights portal
• Data validation and running data checks
• Assist with end user set ups and training

The role of the Service Desk Analyst is to ensure excellent system operation, so that our customers and staff can accomplish business tasks. The Service Desk Analyst will support various applications across the business including but not limited to; e-CRM, campaign building applications and email engines. 
The Service Desk offers a fast-paced, down to earth working environment being the first point of contact with our client account teams. We use Jira incident management system to manage and process our tickets for both internal and external stakeholders. We Operate a Global Service Desk with shift patterns from Monday to Friday covering UK, US and APAC hours, with occasional out of hours and weekend support. Our team are enthusiastic, proactive and committed to serving our client’s needs as quickly and efficiently as possible.
You will enjoy working under pressure and as part of a team, you will have excellent Customer Service and Interpersonal skills. You will have strong analytical abilities and be able to problem solve, manage your own time well and meet work-based targets. An understanding of the Service Desk function and its role within IT would be beneficial.

DUTIES & RESPONSIBILITIES

•  You will report to the Service Desk team leader
•  Become part of the Service Desk and be the first point of contact for all 1st line service support for all ITG Tech Services
• Prompt escalation of Incidents to Tech teams within TeamITG
• Identify trends for ways to prevent future problems
• Access knowledge bases, and proprietary FAQ resources to aid in problem resolution and update knowledge base with new identified fixes
• Performing preventative maintenance, including checking and housekeeping on a daily basis
• Recommend changes in line with developing technologies and the IT Strategy

Must have skills:

• Deploying, automating, maintaining, and managing cloud and data center production systems, to ensure the availability, performance, scalability and security of productions systems
• An Infrastructure as Code approach
• Experience with Ansible, Ansible Tower and Terraform is a requirement
• Experience with Cloud vendors
• Build, release, and configuration management of production systems
• Scripting languages go, python- either of the two, strong scripting language
• Supporting integrations with a wide range of third-party technology partners
• System troubleshooting and problem solving across platform and  application domains.
• Suggesting architecture improvements, recommending process improvements
• Ensuring critical system security using best in class security solutions
• Identifying and implementing security and performance improvements
• Industry accreditations would be advantageous
• Understanding of networking technologies - know the difference cloud and data center networking (CISCO/ data center)
• Experience or understanding of infrastructure technologies

As a Customer Support Engineer, you will be responsible for supporting customers--specifically, the IT Administrators and key business contacts who implement and use Mimecast in their day-to-day roles. You should be comfortable with Microsoft Exchange, Active Directory, other e-mail related systems, as well as networking fundamentals.

• Work with the Global Service Delivery team to provide support to our worldwide customer base
• Assist administrators with using the client's service and ensure best practice configuration via both phone and e-mail.
• Investigate and troubleshoot issues and make recommendations to improve system performance.
• Provide training as needed to ensure customers understand product functionality
• Work with and provide exceptional support to Mimecast partners and resellers

The Manager of Manila Customer Support is responsible for the efficient daily operation of the Service Delivery team.  In addition, the individual will serve as the primary intermediary between the Mimecast Australia team and the broader COPS organization, assisting with cross functional COPS initiatives and issues as required.

Team Management

• Manage day to day operations of the Service Delivery team, including such things as schedule adherence, vacations, and personnel issues
• Conduct regular one on one review sessions with the Service Delivery engineers to discuss performance, KPI attainment, and career development
• Build a culture of excellence and quality based on leading by example, driving continuous improvement, ensuring effective processes are established and documented, and relentless focus on customer service, innovation, and efficiency

Support Queue Management

• Ensure regional and global queues are at expected levels and that cases are responded to within SLA.  Re-assign cases as necessary.
• Monitor daily output of the team in alignment with global SD targets.
• Help to refine internal processes and workflows to drive efficiency and/or customer satisfaction

Case Handling

• Serve as informal escalation point for Service Delivery and the entire COPS team
• Be available for warm transfers for customer managerial escalations when required
• Coordinate on critical issues, liaising with development and management for resolution

SD Management

• Engage with SD global management to implement new programs, ensure adherence to global initiatives and standards, and provide a unified support experience across all regions.
• Coordinate as member of the P1 Emergency Management Team, ensuring internal coordination and customer response on a 24/7 basis

COPS Management

• Serve as liaison for the business to customers, communicating effectively and appropriately with both technical and non-technical audiences. Ensure transparency and well-planned communication
• Serve as second escalation point to customers and internal staff; assess customer feedback and make the necessary improvements; engage with the Customer Experience to continually assess customer feedback and make necessary improvements
• Champion and build awareness of the customer operations teams within the broader office staff

We are looking for a Test Analyst that has an excellent attention to detail, has worked with enterprise technologies and is a great team player.

In your new position, you will be responsible for creating and executing test scripts, identifying code and application issues and automating the testing process for web and mobile technologies.

Testing is an important part of the team and you will be working with designers, developers and management.

You will work on a large variety of projects and learn multiple technology stacks.

Key Objectives

• Work with cross-functional teams, liaise with users, Business Analysts and Developers to develop test plans and strategies
• Writing test cases
• Executing the test cases
• Creating automated tests using Selenium
• Logging of issues/improvements or any questions into JIRA based on the severity and priority of each item
• Help drive the delivery of high quality software
• Carry out regression testing
• Perform both Manual and Automated Testing
• Knowledge base management

You must be:

• Analytical
• pro-active with strong initiative
• an excellent communicator
• hands-on developing test scripts
• motivated, you love to learn
• team focused

You will also need as you will be required to communicate with clients on a daily basis

• Perform Outbound Calls and Emails to drive registrations onto Online Marketplace
• Research, manage and maintain lists of potential client bases and current customers
• Set appointments with qualified customers that meet criteria and standards based on company’s purpose, goals and objectives
• Organize, track and maintain leads data including data entry, spreadsheets and company contact list

About us
We are professional, rewarding and collaborative.

Our staff is the real star at Auctrix. Here, we empower and support our employees to reach their full potential. We are committed to creating an environment of fulfillment and work-life balance that helps us grow as individuals and as a team. This commitment enables us to deliver the best services to our clients and pay forward to communities. We offer job opportunities in customer service, account management, sales, marketing research, finance, and other specialized fields. Our employees enjoy excellent benefits that include quarterly companywide events; training programs for new hires; travel bonuses for performers, mentoring with expert consultants from across the company; and many other perks designed to make your career with us a rewarding experience.

Join us at Auctrix - a leading BPO in the Philippines and experience the power of teamwork! Job Goal / Rationale
We are looking for a motivated and experienced Customer Success Manager (CSM) to join our team! As a CSM, you will be responsible for building strong relationships with clients, implementing new programs that will increase business’ revenue potentials and minimize churn rates.
A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself. Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

Job Details:

• Position: Customer Success Manager
• Location: Legazpi City, Albay
• Salary: Php 25,000 to Php37,000 per month
• Schedule: Monday to Friday | Flexible shift
• Work Setup: Onsite
  Key Responsibilities
• Establish clear retention goals and process milestones for the client and employees to work toward
• Process milestones for the clients and employees to work toward Plan and implement onboarding and training for new customers.
• Prepare and execute customer training; creating training courses and educational materials for other members of the department
• Assist customers as needed with setting up and navigating programs or software associated with a product or service
• Promote the value of the product and upsell services and products with brand image and promoting value through customer experience
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Conduct ongoing meetings to communicate best practices, develop plans for expanded functional usage and convey new feature releases
• Identify and eliminate financial risks by closely managing and nurturing accounts
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Analyze customer account trends, provide feedback to internal stakeholders to ensure that quality standards and features are being deployed in accordance with company policy, and ensure that quality standards are being upheld
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Manage the customer success team Identify new business opportunities
• Collaborate with key internal stakeholders to take direction, produce required results and achieve goals.
• Ensure great client experience for existing customers

About Us

Our staff is the real star at Auctrix. Here, we empower and support our employees to reach their full potential. We are committed to creating an environment of fulfillment and work-life balance that helps us grow as individuals and as a team. This commitment enables us to deliver the best services to our clients and pay forward to communities.

We offer job opportunities in customer service, account management, sales, marketing research, finance, and other specialized fields. Our employees enjoy excellent benefits that include quarterly companywide events; training programs for new hires; travel bonuses for performers, mentoring with expert consultants from across the company; and many other perks designed to make your career with us a rewarding experience.

Join us at Auctrix - a leading BPO in the Philippines, and experience the power of teamwork!

Job Goal / Rationale     
We are looking for a passionate and motivated Sales Representative to join our awesome sales team! As our Sales Representative, your main responsibility will be to drive our business success by increasing sales. Your main goal will be to turn leads and prospects into clients.

Key Responsibilities

• Achieve agreed upon sales targets and outcomes within schedule
• Qualify leads from marketing campaigns as sales opportunities
• Conduct high volume prospecting to qualify leads through calls, emails, and social media from the company’s lead database
• Research and evaluate additional leads/prospects through web research
• Seek new business opportunities from existing and prospective clients by introducing the company’s affiliate programs and offerings
• Onboard new affiliates, ensuring that their audiences are aligned with our target markets
• Present, promote and sell products/services to existing and prospective customers
• Reach out to customer leads through cold calling and meet or exceed assigned quota of a number of calls / number of emails per day
• Establish, develop, and maintain positive business and customer relationships
• Perform cost-benefit and needs analysis of existing/potential customers to meet their needs
• Expedite the resolution of customer problems and complaints to maximize satisfaction
• Coordinate sales effort with team members and other departments
• Analyze the territory/market’s potential, track sales and status reports
• Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
• Stay up to date with new products/services and new pricing/payment plans
• Keep abreast of best practices and promotional trends
• Continuously improve through feedback

About Us

We are professional, rewarding and collaborative.
Our staff is the real star at Auctrix. Here, we empower and support our employees to reach their full potential. We are committed to creating an environment of fulfillment and work-life balance that helps us grow as individuals and as a team. This commitment enables us to deliver the best services to our clients and pay forward to communities. We offer job opportunities in customer service, account management, sales, marketing research, finance, and other specialized fields. Our employees enjoy excellent benefits that include quarterly companywide events; training programs for new hires; travel bonuses for performers, mentoring with expert consultants from across the company; and many other perks designed to make your career with us a rewarding experience.

Join us at Auctrix - a leading BPO in the Philippines, and experience the power of teamwork!

Job Goal / Rationale
We are looking for a Virtual Assistant to provide administrative support to our team while working remotely.
As a Virtual Executive Assistant, you will provide remote support to senior executives of the client in the region you are designated to support. You will deliver exceptional customer service supporting offshore executives in calendar and meeting management; email management; booking travel, accommodation and supporting other travel logistics; event management; completing expense reimbursements; client relationship management; documentation preparation and other administrative tasks as needed. You will work in a fast-paced environment with a supportive and dynamic virtual and local executive assistant team.
Ultimately, you should be able to handle administrative projects and deliver high-quality work under minimum supervision.

Job Details:

• Position: Virtual Assistant
• Location: Legazpi City, Albay
• Salary: Php 15,000 to Php25,000 per month
• Schedule: Monday to Friday | Day-Shift and Night-shift Available
• Work Setup: Onsite

Key Responsibilities
Your primary role and responsibility is to deliver proactive support and administrative services, including, but not limited to:

• Calendar/Meeting Management - Manage and coordinate diaries and schedules with internal and external stakeholders on behalf of the executive
• Email Management - Screen, respond to and/or action emails as necessary
• Travel Management - Arrange the flight and hotel accommodations of the executive, and other logistical requirements (VISA, transfers, etc.)
• Expense Management - Track and submit expenses for reimbursement or payment requisition and adhering to monthly deadlines
• Events Management - Assist in setting up the logistics (venue, catering, electronic equipment) of the event and coordination of invites and monitoring RSVPs
• Timesheet Management - Track, enter and submit the worked hours of the executive and adhering to weekly deadlines
• Telephone Management - Relay accurate and detailed messages, and action or transfer calls to the executive as required
• Client Relationship Management - Build relationships with clients and their EAs, update and maintain client lists using client’s database, and track information and report on clients and/or markets
• Customized Communications - Prepare or amend simple correspondences or documents using client templates while adhering to the Firm's branding, collate and/or print documents for meetings, and transcribe short recordings of meetings
• Ad-hoc tasks

About us

We are professional, rewarding and collaborative.

Our staff is the real star at Auctrix. Here, we empower and support our employees to reach their full potential. We are committed to creating an environment of fulfillment and work-life balance that helps us grow as individuals and as a team. This commitment enables us to deliver the best services to our clients and pay forward to communities. We offer job opportunities in customer service, account management, sales, marketing research, finance, and other specialized fields. Our employees enjoy excellent benefits that include quarterly companywide events; training programs for new hires; travel bonuses for performers, mentoring with expert consultants from across the company; and many other perks designed to make your career with us a rewarding experience.

Join us at Auctrix - a leading BPO in the Philippines and experience the power of teamwork!

Job Goal / Rationale

We are looking for a phenomenal Appointment Setter to join our team and support our sales team by contacting prospective clients via telephone and email to ensure our sales professionals meet their monthly meeting goals.

An Appointment Setter’s responsibilities include making sure that potential clients might be interested in our products and services, then scheduling a time with each potential client so they can meet one-on-one or in groups with our organization’s Sales Representatives. Ultimately, you will work directly with customers to set appointments for our sales team members.

Job Details:

• Position: Appointment Setter
• Location: Legazpi City, Albay
• Salary: Php 18,000 to Php35,000 per month
• Schedule: Monday to Friday | Rotational shift
• Work Setup: Onsite

Key Responsibilities

• Securing leads and appointments for the sales team (Sales Representatives)
• Hitting appointment-setting goals and meeting deadlines
• Prospecting, identifying, conducting lead generation, inbound/outbound calls, email & database management, appointment setting, qualifying potential new clients to build a sales pipeline.
• Fielding inbound calls / incoming calls
• Performing lead generation role by researching new clients, evaluating potential leads and developing them to prospective customers for the sales team
• Performing accurate data entry such as entering accurate client information into the CRM or assigned customer database platform, and maintaining these records effectively
• Developing a strong knowledge of the company’s services to facilitate the sales process
• Providing accurate information, answering initial questions and explaining services and addressing potential objections to prospective clients
• Promoting the benefits of products or services
• Ensuring client satisfaction
• Calling current clients to reschedule meetings
• Collaborating with sales teams