Customer Service Representative (INS0008)

The Customer Support Representative is responsible for inbound and outbound service delivery but is not limited to customer service, data entry, sales, and data management.


Pro-active Issues Management

  • Note and track customer issues and raise potential opportunities and risks
  • Manage customer expectations on service disruptions or service delivery delays


  • Provide stakeholders with regular reporting about activities
  • Raise emerging issues, concerns, or areas of opportunity that affect customers’ experience and/or the effectiveness and efficiency of processes

Customer Service and Sales

  • Learn and execute the processes of the assigned tasks and accounts being managed, including
    o Analysing of data and performing actions as appropriate to achieve communicated objectives
    o Managing customer concerns and queries across different channels – chat, email, calls
  • Ensure customer satisfaction by providing excellent service at every opportunity
  • Maintain a high level of quality and efficiency on all tasks or accounts managed by observing best practices and utilizing available tools
  • Case management of customer concerns until resolution has been achieved

Account Management

  • Manage and help resolve potential customer issues before they become an escalation; provide full support in helping the team overcome and prevent customer escalations
  • Develop healthy relationships with the clients and their customers, encouraging trust and confidence in the role, hammerjack, and the client
  • Respond to queries from the client about services rendered by hammerjack
  • Handle client complaints and ensure resolution by liaising between the client, other internal departments, third-party companies and government agencies, as necessary
  • Case management of customer concerns and escalations until resolution has been achieved
  • Understand the clients’ businesses, recognize pain points in other parts of their businesses and realize potential service opportunities that hammerjack can provide.
  • Raise the same with the Account Manager for exploration
  • Ensure attendance, participation and cooperation during knowledge transfer sessions and other meetings with the client
  • Collaborate with the team and contribute to the overall success of the program by sharing best practices and playing an active role in meetings, workshops etc.

Ad hoc tasks

  • Tasks deemed necessary to ensure excellent customer experience as determined by management



Product Knowledge

  • Has wide experience in servicing customers across different service and sales channels i.e. chat, emails, calls (inbound and outbound) and industries
  • Above average oral and written communication skills
  • Analytical
  • Resourceful
  • Detail-oriented, always able to provide accurate and high-level quality work
  • Flexible and able to tailor-fit the approach depending on the task at hand

System and Application Knowledge

  • Knowledge of Microsoft Office applications such as Outlook, Word, Excel, and PowerPoint
  • Ability to learn new systems and tools as needed