Account Manager l Cebu l Hybrid
This role involves a hybrid work set-up based in Cebu- 3 days WFO and 2 days WFH
Purpose of the position
The purpose of this position is to ensure that members and non-members receive accurate responses to their enquiries in a timely manner.
The secondary function for this role is to assist the Team Leader with continual improvement in the Account Manager function. If you see improvements that could be made, you should identify them and raise them with your Team Leader. You will also be required to assist in projects as required.
Other times, they may be required to retain members. For the most part, this is done reactively and requires agents to assist and incentivise members to continue their membership when they contact the company to cancel.
The Account Manager should always be friendly and assist members while ensuring the contractual requirements of a FP membership are fulfilled.
Responsibilities & duties- Using FreshDesk, respond to members on individual enquires relating to their FP membership
- Ensure you remain up to date with any changes in the membership terms and conditions and any other items members may enquire about
- Escalate problems/issues from individual members to the Team Leader
- Assisting Team Leader, Customer Service Manager and General Manager – Operations with special projects as required
- Contact members by phone to build rapport discuss retention offers and retain them as member
- Log data accurately and in a timely manner to allow member trends to be identified
- Identify trends in member behaviour and provide feedback on how retention offers can be catered to individual member needs
- Continually develop customer service and member retention skills through ongoing training
- Other duties as required
- Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
- Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
- Endless opportunities for career advancement
- Exclusive ATM inside the office for employee's convenience
- We set you up for success with a company-provided PC/Laptop and fiber internet connection
- Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
- Top notch workplace with first class VIP lounge and game rooms
- Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
- Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
- International career growth and connections
- Unlimited cash incentives for hired referrals
- Mental Wellness Employee Assistance program through Lifeworks
- In-house psychiatrist available to support employees' well-being
- Become part of the Employee Share Units program
- Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc