The Receptionist will provide phone assistance on the client’s main phone line to ensure that callers’ inquiries are forwarded to or assigned to the appropriate team member for resolution. This role will ensure that all calls are properly assigned to team members, tracked within the system, and followed up to resolution. The receptionist will ensure that the assigned team member follows up with the customer in a timely manner to meet the customer’s needs, and any issues are escalated.

SCHEDULE: 8 AM – 5 PM Pacific Standard Time, follows Philippine Holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Answer company main phones lines

·       Conduct data entry to track calls per the customer activity tracker in the system

·       Run customer activity reports in the system daily to ensure activities are fully resolved

·       Follow up with team members as needed to check the status of their assigned activities, and ensure customer service experience is excellent

·       Escalate activities as needed to the leadership team to be prioritized and followed up on

·       Track customer praise or complaints specifically in the customer communication spreadsheet for leadership review

·       Assist marketing with the response and follow-up for website inquiries as the schedule allows

·       Assist with implementing customer surveys as schedule allows

·       Assist with assorted administrative functions as needed, noting that it will not interfere with reception duties

QUALIFICATIONS

·       High school diploma or equivalent; college degree desired

·       Excellent English verbal and written skills

·       Excellent customer service skills

·       Proficient with Microsoft Office Suite, with emphasis on Microsoft Excel, Outlook, and Word

·       Well organized, detail-oriented with superior follow-up skills

·       Experience in managing multiple projects simultaneously

·       Self-motivated, with a can-do attitude

·       Ability to demonstrate a proactive approach towards their tasks

·       A self-starter and would need limited direction to perform assigned tasks

·       Ability to recognize the urgency in solving problems and providing resolution

·       Proven ability to independently research and identify relevant information

·       Ability to maintain a high level of confidentiality and discretion

·       Positive, relationship-oriented attitude and communication style

·       Flexible and proactive on multiple tasked assignments to progress them simultaneously

·       Enjoy interfacing with internal and external customers; and would seek to build mutually beneficial relationships

·       Able to understand construction and security, fire-life safety terminology is highly beneficial

·       Experience in a multi-client environment

·       Aptitude in data management, analytics, reporting preparation