Customer Success Executive

Overview Join to apply for the Customer Success Executive (Remote) role at MicroSourcing . Position: Customer Success Executive (Remote) Location: Eastwood, Quezon City Work Setup & Shift: Work from Home | Midshift What You'll Have Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses. A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities. Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements. Career Growth: Take advantage of opportunities for continuous learning and career advancement. Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture. Responsibilities The primary role of the Customer Success Executive is to support Customer Success Managers (CSM) in executing reward and recognition strategies that help clients achieve their program goals. This involves managing the day-to-day operations of the rewards platform and handling queries to ensure client satisfaction. Program Implementation and Launch: Assisting CSMs with new program launches by updating the platform as requested by the client. This includes tasks such as updating hierarchies, members, certifications, awards, trophy cases, serial cards, gamification, and email communications. Program Management and Support: Working with CSMs and clients to manage feature requests, generate reports (scheduled and ad hoc), and answer queries within established service level agreements (SLAs). This includes daily/weekly tasks like responding to email inquiries, escalating urgent concerns, and updating member details. Monthly/quarterly tasks include generating scorecards, invoicing, and creating special reports. Customer Retention: Ensuring customer happiness and retention by delivering a consistently great customer experience and carefully managing expectations. Performance is measured by an NPS score of 8 or higher per client and a personal score of +30. Team Support and Process Improvement: Supporting the broader team on various projects and with ad hoc reporting or administrative needs. The role also involves communicating issues or concerns to CSMs and managers and providing suggestions to streamline operations and improve service levels. What You Need Non-negotiables 1-2 years of relevant customer service experience is required Must have excellent written and communication skills to effectively and concisely communicate with internal and external parties A typing speed of 35-40 words per minute is required Must have experience in handling and resolving tickets About MicroSourcing With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines. Our commitment to 100% YOU. MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives and making room for opportunities for each individual to thrive. At MicroSourcing, equality is not merely a slogan – it\'s our commitment. Our way of life. Here, we don\'t just accept your unique, authentic self - we celebrate it, valuing every individual\'s contribution to our collective success and growth. Join us in celebrating YOU and your 100% For more information, visit Terms & conditions apply.*Terms & conditions apply #J-18808-Ljbffr