Customer Success Generalist

1 week ago

Iloilo City, Philippines Stfrancis Full time

Join a fast-paced team as a Customer Success Generalist providing dedicated support and insights to improve customer experience in the payments industry. Your Role Key responsibilities include: Handle customer inquiries via Email, WhatsApp, Slack, Live Chat, and ticketing platforms. Provide information on transactions, products, and onboarding, and escalate issues to relevant stakeholders. Analyze customer transaction status using operational tools such as Splunk, Redash, and Postman. Show empathy to ensure customer satisfaction and build customer confidence. Raise awareness of existing issues to other Customer Success teams. Ask relevant questions to capture the detailed context of inquiries. Identify inquiry types in ticketing platforms for data insights to improve products and processes. Support customers during Midnight & Dawn shifts (9 PM - 3 AM / 3 AM - 9 AM Philippines time). Generate ideas and contribute to operational excellence projects, coordinating with stakeholders. About You The company is looking for: Minimum 1 year experience in Customer/Merchant Operations management or similar B2B sectors, or Relationship Management in Banks or Financial Institutions. Fresh graduates eager to learn are welcome. Bachelor’s degree from reputable universities in Engineering, Management, Finance/Accounting, Communications, or Computer Science/IT. Willingness to work night shifts, weekends, and public holidays as part of the Midnight & Dawn team. Can-do attitude in handling projects involving research, analysis, and driving completion. Effective communication skills in English across teams and self-driven confidence. Goal-oriented with the ability to pursue objectives consistently. Empathetic and able to provide calm responses to customers. Experience with ticket management platforms such as Zendesk, Freshdesk, Zoho, or similar is a plus. This job may close before the stated closing date. You are encouraged to apply as soon as possible. Report this job #J-18808-Ljbffr

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