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This Company Has Everything You Need in a Job—And They're Hiring!

By Kalibrr Content Hub on October 10, 2016

The Philippines is a hub for the BPO industry. This isn't news for anyone. What if we told you that we found a company in the industry that will make you never want to go home?

Meet Harte Hanks, a global marketing services firm specializing in insight-driven, multichannel marketing solutions, connecting clients with their customers in powerful ways. They have offices across the United States, Europe, and Asia. In their Philippine base, they are a service outsourcing branch of the company that caters to big names in tech like Samsung. With offices located in Market! Market! and Pasay, you might think that it's just another endless deposit of cubicles, headsets, angry callers, and overworked employees.

hh-1Think again. Harte Hanks is a company that takes care of its employees. And we mean they're really taken care of.

The company has in-house clinics and medical staff at both sites. The employees get regular visits to the doctor who give full check ups and health recommendations to make sure you're in tip-top shape. This home away from home has the people that make up your second family and the facilities that will make you want for nothing.

hh5Given the late hours that Harte Hanks employees have to work, they have a sleeping quarters that can be used anytime you need to catch up on the Z's. Got a bit of downtime in between calls? they've got a literal game room complete with vintage video games for the old souls and a lineup of computers that you can use for whatever you want.

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But the cherry on top of it all is the pantry. They call it a pantry but really, it's basically a restaurant at your fingertips. With a smorgasbord of meals priced well under P70, your stomach and wallet will thank you. If you want something a little different, the Harte Hanks badge gets you an employee discount at several restaurants and shops near the office. Working at Harte Hanks, you might never want to head home.

Sounds like a sweet deal, doesn’t it? You're in luck, jobseeker, because Harte Hanks is hiring!

banner-templateTechnical Support Representative | Harte Hanks
This position is responsible for answering all incoming calls and initial troubleshooting on all products. Training will be provided so as to ensure quality and relevant customer interaction.

Your responsibilities will include:

  • Offer operational assistance to consumers (Electronic/Medical Products)
  • Responsible for answering all incoming calls and initial troubleshooting on all products: product training will be provided to cover simple troubleshooting and policies in all product categories
  • Refer authorized service centers, dealers and parts distributors
  • Provide product information and troubleshoot problems
  • Provide missing job orders or accessories
  • Extend manufacturer's warranty issue documents (Proof Of Purchase / Warranty Extensions)
  • Act as liaison between customer and authorized service center, distributor or Regional Service Engineer
  • Product exchanges under certain circumstances
  • Will have the resources (access and use of knowledge base) and expertise to respond to queries in all product areas in depth
  • Responsible for opening and closing SAP Transactions, or assign Transactions to Tier 2 when necessary - Leave the transaction pending with your BP as the employee responsible
  • Accurately document problem description and details in SAP Transaction clearly and with the essential facts necessary to understand and resolve the issue
  • Resolve or escalate end user problems: Tier 1 takes the call, logs the appropriate information and attempts to resolve the call - If Tier 1 is unable to resolve a problem a complete SAP Transaction is saved pending and the problem is escalated by transferring and/or assigning to Tier 2

Minimum Qualifications:

  • At least completed 2 years in College/K-12, or any equivalent Tech-Voc course.
  • Above average communication skills
  • Working knowledge of computers, basic applications and Windows operating systems, Sales experience (for upsell agent only)
  • Demonstrates awareness of consumer electronics and technology
  • Customer Focus
  • Interpersonal Skills
  • Problem Solving Skills
  • High Attention to Details and Focus
  • Ownership
  • Multitasking Ability
  • Amenable to work on shifting schedule and graveyard shift

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Harte Hanks is also hiring Technical Support Representatives for their Pasay office!

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Customer Service Representative | Harte Hanks
As part of this team, you will handle customer service/product support calls/emails. You will be responsible to utilize available tools to provide single call resolution and maintaining the utmost in customer satisfaction. A combination of being a good listener, articulate, patient, and possessing the ability to explain a wide range of policies and concepts to customers while maintaining a pleasant disposition makes an ideal agent. In addition the agent will be expected to respond to email inquiries and retain customers for such services.

Your responsibilities will include:

  • Offer Operational Assistance for Consumer Electronics Products
  • Refer Authorized Service Centers, Dealers and Parts Distributors
  • Provide Product Information Troubleshoot Problems (especially for Laptop/Printer and Tab)
  • Provide Missing Accessories
  • Replace Defective Accessories Under Warranty
  • Extend Manufacturer's Warranty Issue Documents (Proof Of Purchase / Warranty Extensions)
  • Act as Liaison Between Customer and Authorized Service Center Or Regional Service Engineer
  • Product Exchanges Under Certain Circumstances
  • Responsible for answering all incoming calls and initial troubleshooting on all products: product training will be provided to cover simple troubleshooting and policies in all product categories (especially for Laptop/Printer and Tab)
  • Will have the resources (access and use of knowledge base) and expertise to respond to queries in all product areas in depth
  • Responsible for opening and closing SAP Transactions, or assign Transactions to Tier 2 when necessary - Leave the transaction pending with your BP as the employee responsible
  • Accurately document problem description and details in SAP Transaction clearly and with the essential facts necessary to understand and resolve the issue
  • Resolve or escalate end user problems: Tier 1 takes the call, logs the appropriate information and attempts to resolve the call - If Tier 1 is unable to resolve a problem, a complete
  • Transaction is saved pending and the problem is escalated by transferring and/or assigning to Tier 2

Minimum Qualifications:

  • Completed at least 2 years of college, NC-11 TESDA Certificate Course, K-12 program
  • At least 18 years old
  • Amenable to work on shifting schedule and graveyard shift

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