Client Service Specialist – (Work From Home – Night Shift)
Hello, and thank you for taking the time to learn about our company and this new Client Service Specialist position that we have recently created! Our company, Safari One Business Solutions, is a Philippines based corporation that supports the accounting, finance, IT and various operational/logistical functions for Safari Micro, Inc. Safari Micro was founded in 1997, and is a privately held, profitable and well-established reseller of computer hardware, software, and IT services to corporations and governmental agencies/municipalities throughout the U.S. We are based in the U.S. in sunny Chandler, Arizona. www.safarimicro.com Safari One Business Solutions has been based in the Philippines since 2013.
Even during these uncertain times brought about by this Covid-19 pandemic, we continue to strongly believe in consistently growing our Philippines based team which has been (and will continue to be) an important part of our company’s success. Due to this pandemic, our team of professionals in the Philippines are effectively working from their homes to support our U.S. based operations. Because everyone has been so successful with remotely working, we have no plans for our team to return to working in an office environment. Therefore, this will be a permanent “work from home” position. Goodbye traffic jams and long commutes! ;-)
Please note that we realize that the holiday season and year-end is coming soon. This may not be the ideal time to leave your current company, especially with year-end bonuses coming. IF needed, we can delay the effective start date until the end of the 2020 or beginning of 2021. It is our priority to find the BEST person for this role, regardless of the search time.
Our company has grown steadily since 1997, and even faster over the last few years. Although the Covid-19 pandemic has been terrible, it has increased our growth trajectory as a large number of our existing and new clients are leveraging our IT expertise to effectively allow their employees to work remotely. This increased business has added a substantial amount of work to our U.S. based operations team (a good problem to have). Much of this work relates to a steady stream of client and vendor calls coming into our office. Many of these calls are relatively simple questions that are fairly easy to answer, such as: requests for copies of an invoice; questions about what an invoice is for; questions about a credit that a client received; vendors calling with a question about a payment they received from us; requests for tax forms such as an updated IRS W-9 form; client A/P departments asking for updated banking information; etc. Once you understand our business (especially how to explain to clients the details of their invoices), none of this is extremely complicated. It IS however, very time consuming. Which is why we have created this new “Client Services Specialist” role.
It will be your job to assist our U.S based team in answering these incoming calls, building a positive rapport with the callers, and gaining an understanding of what they need. Once you have done this, you will research their question or issue(s) to resolve the problem or fulfill their request as quickly as you can. If you don’t have the knowledge to resolve it by yourself, it is your job to take clear and detailed notes about the issue so you can communicate it to the appropriate team member who can resolve it.
As a benefit to those qualified candidates who work in “high volume” call center environments, we want to make this clear: This is NOT a “high volume call center” type of position. You are not taking calls from irate consumers calling about an issue they have with our product or service. You will not be on the phone taking call after call, non-stop, all day long. Our clients and vendors who call for assistance normally work for other companies, or they may be the actual owner if it is a small business. The calls you’ll be taking are from business professionals with reasonable questions. When you’re not taking calls, we may have you proactively follow up via email or phone on some outstanding past due invoices from our business clientele. It’s quite easy, but we need to find the right person, with the right personality. Someone who will consistently give our clients a positive feeling about their interactions with Safari Micro.
This person will work during our night shift in the Philippines, which is from approximately 10:30pm - 7:30am, local Philippines time. Depending on the workload, our team can work up to 50 hours a week (but usually 40 – 45, as we value your life outside of work!).
One key item: Because this is a full time “work from home” role involving a substantial amount of time on the phone (calls are routed through our phone system to your computer), we absolutely require that all candidates must have a QUIET, dedicated home office space and an extremely reliable, high speed internet connection that can be verified.
Desired Qualifications and Work Experience:
First and foremost, we are searching for someone with a VERY special, upbeat, and friendly personality. You treat every customer call like it’s the most important call of the day. Rain or shine, you put aside any personal problems you may be having and put on a smile (even if it’s occasionally fake, because we understand that everybody has “those” days!) to make our clients happy when you take their call. If you are consistently praised by your clients and rated highly by your manager about how friendly and helpful you are, you are EXACTLY who we want to speak with! :-)
Additionally, we absolutely require that this person has utterly impeccable verbal and written English skills. Because you will be constantly interacting with our U.S based clients, vendors, and operations teams, we NEED someone who can communicate clearly and concisely with everyone they interact with via the phone or email.
Because you will be handling inbound calls from our U.S. based clients, we are searching for someone who has worked within a VERY customer focused call center environment for at least 2 years. As an example, the American Express Platinum credit card customer service teams who regularly interact with U.S. based card customers do a phenomenal job of treating their customers well. People who have success within that division are highly encouraged to apply. Work experience within any other type of call center that prioritizes amazing customer service over speed and high volume is highly desired.
At Safari, we feel that working with great people is extremely important to employee happiness. We look to hire only people who are intelligent, motivated, responsible, and genuinely enjoyable to work with! Here are some “soft skills” that we are looking for:
- You are a genuinely good-hearted person who is enjoyable to work with. You probably smile a LOT…like us! :-)
- You have a very strong sense of personal accountability regarding decision making. You take full responsibility for your work. You don’t make excuses, and you own up to your mistakes. We need employees who realize that all mistakes are learning opportunities which allow you to improve yourself.
- You have experience working in a collaborative environment, and truly enjoy working with a team of like-minded, drama free professionals.
- You are a responsible person who shows up to work regularly and on time.
- Excellent time management and organizational skills.
- You have an extremely flexible personality and have the innate ability to effectively and rapidly change directions or re-prioritize tasks in an instant, if needed.
Compensation: 30,000 – 60,000 PHP/month (somewhat flexible)
We are targeting a compensation range of 30,000 – 60,000 PHP/month for this vital role. However, we like to take a very “common sense” approach to compensation. If your experience looks to be an amazing match for what we need, and you have the personality to fit right in with our team, we may consider paying a higher amount.
Please note that these amounts include the 10% “Night Shift Differential.”
- Work from home! By logging into our corporate network through our remote desktop solution, you will be able to perform this role directly from your home, on a full-time basis. Say ‘goodbye’ to traffic jams and long, arduous, stressful commutes.
- Medical and dental insurance paid for by the company.
- 15 days of paid time off (PTO) each year (to be used as vacation or sick time) in addition to our standard Philippines holiday calendar.
How to Apply:
If interested, please email your resume to [email protected] Within that email, we would love to see you write a bit (as short or as long as you’d like) about:
1) YOU! Tell us anything that you want about yourself. We love to get to know our candidates, because even if we don’t hire you this time, we keep candidate applications for similar positions that may open in the future.
2) Why you feel that you are qualified for this position.
3) Why you are interested in this position.
OR (and we know this is a bit “outside the box”) if you’d rather send a short video introducing yourself to us that way, we are happy to accept those via email along with your resume. :-)
Thank you for your interest! Please note that we expect to receive a lot of applications and may not be able to reply to everyone. But if your experience fits what we are searching for, you can expect to hear back from us in the near future!