hammerjack

hammerjack is an innovative Australian company that specialises in offering top-tier skilled professionals in various fields, including but not limited to Administration, Finance and Accounting, IT Programming, Engineering, Sales and Marketing, and many others.

Whether you prefer a hybrid or work-from-home setup or the full office experience, hammerjack allows all employees to enjoy the benefits of an eco-friendly workplace, a playroom, free meals, and unlimited access to a built-in bar stocked with drinks and snacks.

It's where professionals are inspired to advance and innovate, adapting to the "new normal" of today's world.


What’s in it for you?

  • Above Market-Average Salary
  • Hybrid Set Up Makati Site
  • Mid-shift in first few months; Night Shift after training
  • Fixed Weekends Off
  • Retention Bonus (Up to Php 100,000)
  • Health Coverage for you and one of your qualified dependents on Day 1
  • Paid Time Offs - can be converted into cash
  • Government Mandated Benefits – 13th-month pay.
  • Group Life Insurance


Additional Perks and Benefits:

  • Work from Home Equipment Provided
  • Free Access to Bar (Unli Premium Coffee, Soda, Tea, and Booze)
  • Free Meal every Wednesday
  • Monthly Employee Engagement activities
  • Wellness Programs
  • Townhall Events
  • Christmas Events, Year-end Parties
  • Outings
  • Team Building
  • Acoustic Jamming Sessions

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 or offshoring setting
  • Experience in coordinating and liaising with different key departments (IT, HR Recruitment, Finance, 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
  • Knowledge of HubSpot

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

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