Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses Worldwide!
Are you ready to be part of a professional community that's powering businesses globally to save, grow and transform Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence Look no further - hammerjack has the perfect opportunity for you!
Role: Customer Service Representative
Location: Makati Office (Hybrid 3x a week onsite)
About Us
At hammerjack, we're not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission To improve lives by fostering meaningful professional relationships and driving success on a global scale.
Our Impact
Over the years, we've built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people-first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time.
PRIMARY TASKS: Coordination of Bookings and Client Service
- Identify, communicate and negotiate assessor schedules in line with growing business demands.
- Maintain appropriate records, documentation, and contact with clients to ensure that they are well informed of candidates booking and assessment progress and results.
- Contribute to the ongoing review, development and implementation of booking systems, policies and guidelines.
- Provide marketing and business services from time to time as agreed or directed.
- Perform reception duties including responding to phone, email and in-person queries. Check-in candidates.
- Monitor stock levels and order stock. Outbound communication including contacting candidates and clients. Receive, sort and distribute mail and organise outgoing postage.
- Schedule appointments for the Hobart office.
KEY FOCUS AREAS
- Liaise with candidates and clients for suitable availability.
- Make appointments at required centres by client and candidate availability and company policies.
- Communicate booking details to candidates and clients.
- Send correct paperwork and instructions to facilities.
- Keep accurate and timely client and company notes, updated at all times.
- Ensure the medical has been completed appropriately and in full.
- Re-book any part of the medical that may need to be re-booked, as per the assessor's request.
- Notify clients and candidates of any delays and updates.
Additional Tasks
- Additional tasks and responsibilities may include but are not limited to:
- Investigate any errors and identify areas for improvement.
- Data entry
- Communicate with clients on any updates/delays.
- Update assessor calendars.
- Answer incoming phone calls and perform the reception role directly or provide reception support as required.
- Prioritise and action emails.
- Organise payments.
- Chase results from medical centres.
- Support the Customer Service Team to perform elements of the booking process in line with procedures which may include:
- Liaising with candidates and clients for suitable availability
- Making appointments at required centres in accordance with client and candidate availability and policies
- Communicating booking details to candidates and clients and confirming bookings with candidates. Communicating with the client when candidates are not responding to their booking.
- Submitting approved health assessment paperwork and instructions to facilities
- Maintaining the Portal with status/activity notes
- Ensuring the medical has been completed appropriately and in full
- Re-booking any part of the health assessment that may need to be re-booked, as per the assessor's request
- Notifying clients and candidates of any delays and updates.
- Sending out additional required documents to candidates such as doctor referrals and doctor referral results outcomes when required from our Drs.
- Taking down incoming communication from the candidate in the portal and passing it on to relevant areas of the customer service team.
- Monitoring cancellations to bookings. Emailing required clinics when necessary.
KEY PERFORMANCE INDICATORS
- Ensure safe work practices by the company's legislative requirements.
- Maintain a high level of efficiency and effectiveness in day-to-day work.
- Monitor and maintain high client satisfaction levels.
- Maintain compliance, regulatory and administration standards.
- Maintain professional and quality standards.
- Deliver excellent customer service via email, phone and in person.
- Build and maintain relationships with external and internal clients.
- Contribute to the efficient output of bookings.
- Maintain team KPI's
- Adhere to booking procedures.
- Coordinate onsite bookings with assessors and clients.
- Offer and provide continuous improvement suggestions.
- Actively participate in team meetings.
What's In It For You
- Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance!
- Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
- Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
- Dynamic Open Spaces: Conducive for productivity and creativity.
- State-of-the-Art Security: Ensuring your safety and peace of mind.
- Game Rooms: Take a break and unwind with our recreational facilities.
- Competitive Compensation: Your talents deserve to be rewarded! We help you negotiate with our clients.
- Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
- A Supportive Community: Join a diverse and inclusive team that's dedicated to your success.
- Global Impact: Be part of something bigger and make a difference on a global scale.
Ready to Make a Difference
If you're ready to join a dynamic team and be part of something truly special, we want to hear from you! Apply directly on this job ad, and let's forge a brighter future together!
hammerjack is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 
