Head of After Sales and Customer Success

4 days ago


Quezon City, National Capital Region, Philippines UTAK Full time
Head of After Sales and Customer Success

UTAK

Negotiable

On-site - Quezon City 3-5 Yrs Exp Bachelor Full-time

Job DescriptionDescription
  • Take on a leadership role by formulating and executing strategic plans in line with company objectives
  • Set and ensure the reach of relevant team KPIs to help maintain excellent performance
  • Develop and execute data-driven strategies for high-quality after sales support
  • Provide live chat support and troubleshooting to clients in group chats, SMS, emails, etc.
  • Address inquiries, concerns, and tech issues related to the POS system, hardware, and more
  • Prioritize both speed and quality of responses while aiming for effective resolutions
  • Handle phone calls when necessary to ensure comprehensive client support
  • Act as a liaison between clients and our internal teams, effectively conveying client needs
  • Collaborate with cross-functional teams to address and resolve client concerns
  • Continuously improve template messages for efficiency and consistency
  • Help create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options
  • Utilize client feedback to suggest improvements to our products and services
  • Update trackers to maintain accurate records of client interactions, resolutions, as well as KPIs
  • Disseminate product updates and important information in client group chats
  • Assist in onboarding potential new accounts referred by existing clients or related contacts
  • Identify upselling opportunities and contribute to customer expansion efforts
Minimum Qualifications
  • 2-3 years of leadership experience in business, communications, customer support, or a related field
  • Experience in strong written and verbal communication skills
  • Comfortable using live chat platforms and phone calls to engage with clients
  • Detail-oriented with a commitment to providing top-notch client experiences
  • Ability to manage multiple client interactions simultaneously
  • Problem-solving skills and the ability to address client concerns effectively
  • Proficient in using technology tools and software
  • Enthusiasm for working in a dynamic and fast-paced startup environment
  • High degree of patience, empathy, and warmth
  • Adaptable and able to learn systems and processes quickly
  • Initiative-driven with a sincere passion for helping MSMEs

Note: Salary is negotiable.

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