Client Success Specialist

2 weeks ago

Taguig, Philippines Adaca Full time

Things to know before applying:

you must have your own work equipment
you are able to work remotely
you can work full-time for this role
experience working with clients/companies outside PH is an advantage
only candidates who meet the requirements will be contacted
About the Role:

We’re looking for a Customer Service Representative with experience using Salesforce Service Cloud to join our growing team. This role is open to professionals across all experience levels — whether you're just getting started or have years of experience in customer support, we want to hear from you

As part of our support team, you'll be responsible for handling customer inquiries, resolving issues efficiently, and delivering a positive customer experience through various channels (email, chat, or phone). You’ll also play a key role in maintaining accurate records and ensuring timely ticket resolution via Salesforce Service Cloud.

Key Responsibilities:

Respond to customer inquiries and support requests in a timely and professional manner
Use Salesforce Service Cloud to manage, escalate, and resolve tickets
Maintain detailed and accurate customer records and case documentation
Troubleshoot customer issues and provide clear, actionable solutions
Collaborate with internal teams (e.g., technical support, product, sales) to resolve complex issues
Identify recurring customer issues and provide insights for product or service improvement
Ensure service level agreements (SLAs) are met
Promote customer satisfaction and loyalty by going the extra mile when needed
What We’re Looking For:

Experience using Salesforce Service Cloud for managing tickets (required)
Experience in Jira and Microsoft Entra (required)
Strong written and verbal communication skills
Customer-first mindset with a proactive and empathetic approach
Tech-savvy and comfortable using different support tools and systems
Ability to multitask, prioritize, and manage time effectively
A team player who enjoys solving problems and helping others
Flexible and adaptable to changes in process, tools, or team needs
Nice to Have (Especially for Mid-Senior Levels):

Experience handling escalated or complex customer issues
Familiarity with support metrics (e.g., CSAT, FCR, ticket volume reporting)
Ability to create or update knowledge base content
Experience mentoring junior team members or leading support initiatives
Qualifications:

2–5+ years of experience in a customer service or support-related role
Proven ability to learn quickly and work independently
Hiring Process:

Phone screening
Behavioral interview
Client interview
About Adaca:

Adaca is at the forefront of bridging software development solutions by connecting Australian mid-tier companies with top-tier talents in the Philippines. Our unique approach is rooted in creating an employee-centric experience that fosters a simple, low-pressure environment for our developers. This philosophy not only enhances productivity but also delivers unparalleled value to our clients, fostering a cycle of growth and talent attraction.

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