Customer Success Specialist

Associate, Customer Relations - Philippines Based Role

1631 Taguig, National Capital Region Black Pearl Consult

Posted 551 days ago

Job Description

Permanent

About the Role

A leading developer in the Philippines is seeking a passionate and customer-centric Associate, Customer Relations to join their growing team. In this role, you will be the primary point of contact for homeowners (vecinos) and play a vital role in building strong relationships, ensuring their satisfaction, and resolving any concerns they may have.

Responsibilities

• Account Management: Be the main point of contact for vecinos, fostering open communication to build trust and long-term relationships. Address vecino inquiries, requests, and complaints through various channels, including email, phone, and in-person meetings.
• Manage accounts from turnover of signed Contract to Sell (CTS) and pre-signed Deeds of Acceptance (DOAs) to final delivery of the property title in the vecino's name.
• Cultivate strong relationships with key stakeholders to ensure timely delivery of the property according to specifications and quality standards.
• Provide quarterly updates on project progress to vecinos.
• Act as a liaison between vecinos and internal teams to resolve any issues efficiently.
• Ensure all communications comply with company standards, procedures, guidelines, and policies.
• Maintain accurate and up-to-date records in databases, goal trackers, and other monitoring systems for improved team efficiency and evaluation.
• Submit reports to the Team Lead as required.

Collection Support:

• Collaborate with the collection support group to ensure annual collection targets are met.
• Facilitate communication between vecinos and the collection support group regarding their bank loan application status.
• Proactively identify and reach out to accounts with delinquent payments, unresponsiveness, or non-compliance with requirements.

Requirements

• Bachelor's degree in Business Administration, Customer Service, or a related field (preferred)
• Minimum of 1 year of experience in customer service or account management
• Excellent communication, interpersonal, and relationship-building skills
• Strong problem-solving and conflict resolution skills
• Highly organized and detail-oriented with a commitment to accuracy
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Ability to work independently and as part of a team
• Positive attitude and a passion for providing exceptional customer service

Why Join Us

At this leading developer, you will have the opportunity to make a positive impact on people's lives by ensuring a smooth and positive experience for homeowners. You will work in a supportive environment with a team committed to building vibrant communities and exceeding customer expectations.

To view other vacancies we have, please check our website and follow us on our social media accounts - LinkedIn / Facebook / Twitter/ Instagram

Disclaimer: Black Pearl will never ask for money or any form to charge our candidates just to process or consider their application for any of our available vacancies. If you happen to receive such request from any members of our staff or other individuals claiming to be part of Black Pearl, please call our office or drop us a message on our website.

Customer Success Officer

Makati, National Capital Region ILLIMITADO, INC.

Posted today

Job Description

Overall responsibility of perfect implementation of all client payroll rules

- Stay updated on changing DOLE rules and updating the software accordingly

- Runs payroll for clients.

- Develop Excel back-ups for calculation.

- Automate payroll on the HCMS for all current clients

- Handles existing and new client’s data migration.

- Ensure successful On-boarding and Implementation of our Human Capital Management Software (HCMS) for all Clients

- Work with other teams internally and at client’s end to ensure roadblocks are getting resolved

- Define the project plan for each implementation and ensure all timelines are met

- Interact with clients including site visits for implementation and maintain a good rapport

- Ensure timely resolution of all client concerns post implementation

- Promotes client loyalty

- Obtain understanding of client payroll rules and policies during implementation.

- Calibrate with the client on how each rule and policy is to be applied using historical payroll calculation by the client.

- Highlight any discrepancies in historical calculation to the client.

- Confirm the client rules can be deployed in the software.

- Highlight any customization request by the client.

- Cross check automated payroll with Excel calculations.

- Provide ongoing support to client.

- Such other duties as may be designated or assigned by the Company as may be made known to you

Qualifications :

• At least 2 years experience as Customer Success Officer in a Software as a Service Company leading at least 5 Implementation Analysts
• At least 2 years experience in software Implementation
• At least 2 years experience in calculating payroll for multiple clients.
• Knowledge of updated DOLE rules.
• Advance MS Excel Skills.
• Willing to travel for business trips to meet clients
• Strong analytical and planning skills
• Good communication and presentation skill

Job Types : Full-time, Permanent

Benefits :

• Flexible schedule
• Health insurance
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee

Schedule :

• 8 hour shift
• Day shift
• Flexible shift

Supplemental Pay :

• 13th month salary
• Overtime pay

Customer Success Agent

Posted today

Job Description

KEY RESPONSIBILITIES

• Immediately escalating serious complaints or issues that you are not equipped to deal with.
• Building good relationships with customers.
• Resolving complaints and following up on resolutions.
• Identifying customers\' needs.
• Following procedures and policies.

QUALIFICATIONS

• Bachelor’s degree in Business, Communications, or a related field may be advantageous.
• Experience in Customer Service.
• Strong telephone etiquette.
• Familiarity with CRM tools.
• Excellent communication skills.
• Ability to manage multiple tasks at once.
• Ability to adapt to different personalities.

Customer Success Manager

1229 Makati City, National Capital Region iScale Solutions

Posted 446 days ago

Job Description

Permanent

A customer success manager is responsible for developing customer relationships that promote retention and loyalty. Building and maintaining strong relationships with the customers and its employees implementing and supporting customer solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Build Strong Customer Relationships: Cultivate enduring relationships with customers through regular communication and personalized interactions.
• Resolve issues promptly by offering tailored solutions aligned with individual customer needs.
• Conduct Regular Customer Success Reporting: Perform monthly and annual customer success reviews to proactively address issues and ensure alignment with customer objectives.
• Risk Management and Retention Strategies: Evaluate risk factors for each customer and implement preemptive measures to prevent dissatisfaction or attrition, optimizing customer and employee retention throughout the lifecycle.
• Identify and Prioritize Service Enhancements: Identify and prioritize service updates based on customer feedback, market trends, and competitive analysis.
• Communicate findings and recommendations to key stakeholders within the organization.
• Serve as the liaison between customers and internal departments (e.g., Human Resources & Recruitment, Facilities, Finance) to relay customer feedback and insights effectively.
• Assist and coordinate the customer onboarding process to ensure seamless transitions and positive initial experiences.
• Proactive Management of Customer Success Activities: Manage and coordinate all customer success initiatives and activities to ensure consistent delivery of exceptional service and drive ongoing enhancements to the customer experience through feedback-driven improvements and best practices.
• Business Development and Expansion: Identify and capitalize on new business opportunities within existing customer accounts.
• Collaborate with HR to identify potential customer expansion opportunities through employee referrals or workforce planning initiatives.
• Employee Engagement and Relations: Promote employee engagement by fostering a customer-centric culture within the organization.
• Collaborate with Human Resources to align customer success strategies with employee engagement and talent management initiatives, ensuring that employee engagement programs support and enhance customer success goals and objectives.
• Facilitate employee relations by addressing any internal challenges or concerns that may impact customer satisfaction or retention.

Qualifications :

Infobip, a technology and communications company is searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We’re specifically looking for a Client Success Manager who will roll up their sleeves and be a key member of our team, demonstrate the company'

Customer Success Manager

p>1229 Makati City, National Capital Region iScale Solutions

Posted 446 days ago

Job Description

Permanent

A customer success manager is responsible for developing customer relationships that promote retention and loyalty. Building and maintaining strong relationships with the customers and its employees implementing and supporting customer solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Build Strong Customer Relationships: Cultivate enduring relationships with customers through regular communication and personalized interactions.
• Resolve issues promptly by offering tailored solutions aligned with individual customer needs.
• Conduct Regular Customer Success Reporting: Perform monthly and annual customer success reviews to proactively address issues and ensure alignment with customer objectives.
• Risk Management and Retention Strategies: Evaluate risk factors for each customer and implement preemptive measures to prevent dissatisfaction or attrition, optimizing customer and employee retention throughout the lifecycle.
• Identify and Prioritize Service Enhancements: Identify and prioritize service updates based on customer feedback, market trends, and competitive analysis.
• Communicate findings and recommendations to key stakeholders within the organization.
• Serve as the liaison between customers and internal departments (e.g., Human Resources & Recruitment, Facilities, Finance) to relay customer feedback and insights effectively.
• Assist and coordinate the customer onboarding process to ensure seamless transitions and positive initial experiences.
• Proactive Management of Customer Success Activities: Manage and coordinate all customer success initiatives and activities to ensure consistent delivery of exceptional service and drive ongoing enhancements to the customer experience through feedback-driven improvements and best practices.
• Business Development and Expansion: Identify and capitalize on new business opportunities within existing customer accounts.
• Collaborate with HR to identify potential customer expansion opportunities through employee referrals or workforce planning initiatives.
• Employee Engagement and Relations: Promote employee engagement by fostering a customer-centric culture within the organization.
• Collaborate with Human Resources to align customer success strategies with employee engagement and talent management initiatives, ensuring that employee engagement programs support and enhance customer success goals and objectives.
• Facilitate employee relations by addressing any internal challenges or concerns that may impact customer satisfaction or retention.

Qualifications :

RequirementsKnowledge of customer service practicesTechnical aptitude and ability to learn software programs quicklyExperience with CRM (Customer Relationship Management)Excellent verbal and written communication skillsStrong interpersonal skillsAbility to build rapport within the organization and customers.BenefitsHMO on day 1 (With add dependents upon regularization)

Admin Support/Customer Success/Escalations Specialist

Posted 377 days ago

Job Description

Permanent

This is a remote position.

Position Overview: As a Client Success Specialist (Escalations Specialist) at GetmyCourse, you will play a crucial role in maintaining and enhancing the relationship between students, GetmyCourse, and our partner RTOs. You will primarily focus on handling service recovery callouts, managing escalation calls, coordinating certificate releases, and ensuring accurate student allocations.

Key Responsibilities:

• Handle escalated customer issues with professionalism and efficiency to achieve satisfactory resolutions.
• Conduct service recovery callouts to address and resolve student concerns promptly and effectively.
• Coordinate with RTOs to ensure timely release of certificates and accurate allocation of students.
• Maintain meticulous records of all escalations and resolutions for future reference and improvement.
• Collaborate closely with the operations team to streamline processes and improve service delivery.
• Monitor and manage the accuracy of processing cancellation refunds and certificate releasing.
• Act as a liaison between students, RTOs, and internal departments to ensure smooth communication and operations.

KPIs:

• Count of Positive Reviews
• Accuracy on Processing Cancellation Refunds
• Certificate Releasing

Qualifications and Skills:

• Proven experience in a client-facing role, ideally in customer support or client success.
• High attention to detail with a focus on accuracy and quality of work.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• Strong interpersonal and communication skills, both written and verbal.
• Problem-solving mindset with the ability to think strategically and execute tactically.
• Capacity to work collaboratively in a team environment and independently when necessary.
• Track record of meeting and exceeding performance metrics and targets.

Benefits : WORK FROM HOME"FOREVER" + AU MORNING SHIFT

Incentives such as 5-star hotel buffet (Solaire, Conrad, Okada, Grand Hyatt) Long term projects in a growing industry where you will make a significant impact on on someone's career. Great exchange rates You get to keep what you make. No hefty paypal/upwork fees. Health Insurance (after 1 year) Fun and encouraging culture All expenses paid INTERNATIONAL TRAVEL incentive

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