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: Account Manager
Location: Hybrid in Angeles Pampanga Office
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.
JOB OVERVIEW
The Account Manager role is vital to the company’s customer success efforts. The part will work closely with all areas of the company’s business – Sales, Delivery, and Operations – to ensure seamless and customer-centric solutions and communications, driving customer engagement, loyalty, advocacy, and new business.
The Account Manager will be the first point of contact for the client after a sale is closed. He/she will help ensure proper onboarding and transition.
DUTIES AND RESPONSIBILITIES
Customer and Staff Onboarding
- Send the Welcome Email that will incorporate the Recruitment process and other things that new customers need to know.
- Work with Finance to set up the customer and create invoices.
- Liaise between Recruitment and the customer to create the JDs, schedule candidate interviews, and get costs signed off.
- Work with IT, hammerjack support, and the customer to set up the seats and equipment
- Oversee and manage all aspects of the interaction between hammerjack key team members and customers.
- Help with Sourcing and Recruitment efforts including, but not limited to, performing resume screening, interviewing applicants, and facilitating and checking assessment exams.
- Work with HR and Training to ensure all new staff go through proper onboarding and are prepared for the roles that they’ve been hired for
- Occasionally, perform the new employee onboarding training if the Training team or HR are unavailable.
Accounts Management
- Regularly monitor the internal customer success measurements, create reports and present data, and provide recommendations to the specific business owners through commitment and implementing measurable customer service.
- Collate and analyse customer expressions of dissatisfaction and complaints.
- Manage and help resolve potential customer issues before they become an escalation; provide full support in helping the Operations team in overcoming and preventing customer escalations.
- Develop healthy relationships with the customers, encouraging trust and confidence in the role and hammerjack
- Respond to customer queries about services rendered by hammerjack
- Case management of metro concerns and escalations until resolution has been achieved.
- Understand the customers’ businesses, recognize pain points in other parts of their businesses and realize potential service opportunities that hammerjack can provide.
Pro-active Issues Management
- Proactively review potential risks for customers based on available data and reports and provide recommendations for mitigation to the customer and/or other hammerjack departments.
- Articulate/reiterate customer expectations to hammerjack service delivery and operations
- Manage customer expectations on service disruptions or delays
QUALIFICATIONS
Product Knowledge
- Complete knowledge of business offerings and processes
- Experience in onboarding new clients in a BPO setting
- Experience in coordinating and liaising with different key departments (IT, Recruitment, etc.)
Customer Focus
- Actively seeks to understand customer needs, expectations and level of satisfaction
- Able to maintain good relationships with clients
- Ability to handle complex issues while building trust and confidence
System and Application Knowledge
- Knowledge of Microsoft Office applications such as Outlook, Word, Excel, and PowerPoint
Communication and Soft Skills
- Excellent communication, interpersonal, and presentation skills to interact effectively and efficiently with all internal and external customers
- Adaptability and flexibility in changing priorities, meeting deadlines, and working well under pressure
- Strong adherence to personal development and commitment to achieving goals
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.
What We Do
Outsource Solutions For Business hammerjack is an Australian & Philippine owned and operated offshore outsourcing services provider. Headquartered in Sydney with multiple operating offices in Makati, Manila, and Pampanga, Philippines. We specialise in providing dedicated, high performing teams and outsourced services to the global small and midsize business market. Our solutions deliver quality and consistent outcomes and are helping businesses to focus on their core competencies, reduce operating costs and deliver more value to their customers. hammerjack has been a major player in developing the new Knowledge Process Outsourcing (KPO) industry in the Philippines servicing the Australian, U.S.A and U.K markets. Over the last 7 years we have sourced trained and developed top talent focussed on the Finance, Accounting, Bookkeeping, IT and Virtual Assistant services space. Our knowledge and experience in implementing the latest technologies and systems to support the best people has led to continued success for our clients and their remote teams, all while placing information and cyber security at the forefront. Our operating model was born in the enterprise services space and has been specifically developed to cater for the small, midsize market. This experience and collaborative customer approach set business up for success, no matter where they are on their journey. We offer an enterprise level approach to continuous improvement, high performance & quality, and world class customer experience. Our ability to deliver this level of service across multiple lines of business and industry verticals is a product of our investment in people, technology and the governance that sits behind it all.
