Customer Success Specialist | Onsite | ANE, Makati | Up to 35K | ASAP
Concentrix Makati Full-time
Customer Success Specialist
We are looking for a Specialist, Customer Success to join our team. Today.
Imagine being able to partner with global technology leaders in a company that cares about YOU – your professional growth, your success, and your community.
We are looking for a Customer Success Specialist to join our team. Today.
We are Concentrix (formerly ServiceSource International PH). We are dedicated to creating success for our clients, the communities around us and each other. We provide outsourced inside sales, customer success, renewals management, and channel management solutions for the world's greatest brands.At Concentrix, you will be part of our diversified team that makes an impact for our clients. All of this is possible because of the talent you have to offer.
The future team supports an existing customer base with a moderate level of complexity to cultivate and build strong customer relationships over the customer lifecycle, while ensuring customer satisfaction and engagement. Responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.Primarily focused on maintaining positive customer relations rather than actively promoting the sales of products and services. Must be confident dealing with customers and expected to resolve objections or transactions. Responsible for effectively collaborating with our Global Sales Delivery teams to ensure customers’ expectations are met.
Understands and captures the voice of the customer for assigned client.
JOB REQUIREMENT:
- Demonstrated ability to effectively communicate with customers in a fast-paced environment
- Prior experience with high volume calling
- Demonstrated aptitude to learn new technology is required
- Excellent knowledge of Microsoft Office programs
- Demonstrated ability to follow instructions, follow call scripts, and adhere to defined processes
- Excellent communication skills (verbal, written)
- Demonstrated ability to multi-task, prioritize, and manage time effectively
- Bachelor’s degree/diploma preferred
- 2-3 years of experience working in a customer service preferred
- Experience working with Salesforce.com or similar CRM preferred
JOB DESCRIPTION:
- Manage high volume of customer contacts and communications through phone and email each day
- Use contact search and productivity tools to verify contact information is accurate
- Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value attainment
- Develop an effective level of product knowledge to speak intelligently to customers and successfully address specific objections
- Clearly document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
- Successfully capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, “Voice of the Customer”
- Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
- Ensure high level of professionalism during all interactions with customers and prospects
- Collaborate with cross functional teams and management to drive a superior customer experience
- Other duties, as assigned and necessary.
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