Customer Service Representative

3 weeks ago

BGC Taguig, Philippines HR Recruiter Full time

Software Product of the end Client: is an intelligent CV formatting and optimization software for recruiters whose productivity is limited by the time it takes to deliver accurate, timely, and consistently branded CVs and resumes to clients, ahead of the competition.



Role Description

This is a full-time remote role for a Customer Service Representative based in the Philippines. The Customer Service Representative will be responsible for providing customer support, ensuring customer satisfaction by holistically managing the customer journey, training new users, driving adoption, managing feedback, resolving customer issues and analyzing data for actionable insights.

Reports to Head of Operations

Responsibilities

· Manage assigned accounts, especially in North America

· Onboard new users for assigned accounts by leveraging existing onboarding documentation and identify opportunities to optimize this process over time

· Deliver exceptional customer service as the first point of contact for all customer queries

· Respond to all queries in line with company KPIs

· Elevate the performance of existing users to achieve healthy platform adoption scores through proactive engagement and training

· Analyze user engagement metrics to identify gaps

· Provide solutions to drive adoption for clients and test new techniques

· Drive greater client engagement on the most relevant features/functionality for their specific business needs

· Manage upgrade/upsell conversations with clients

· Analyze and report on customer feedback throughout their lifecycle

· Document all communication with users accurately and in a timely manner in the CRM

· Manage escalations as appropriate with the internal team

· Monitor and report on the health status of all assigned accounts

· Assist with educational webinar series for end-users

· Collaborate with relevant departments to create workflows, develop knowledge bases, both internal and external

· Suggest improvements to the current processes to optimize them


Required Skills

· Excellent fluency in English - exceptional spoken and written, grammar as well as typing accuracy

· Bachelor’s degree or equivalent

· Strong project management and organizational skills

· High level self-motivation and enthusiasm

· Experience analyzing data and trends to identify growth opportunities

· Strong technical aptitude

· Proficiency in TEAMS and MS Office

· HubSpot/CRM proficiency will be a plus; otherwise, willingness to learn new systems quickly

· Basic proficiency with Microsoft Excel

· Familiarity with web-based platforms and tools

· Experience working both autonomously and in a team environment

· Ability to build authentic business relationships and resolve conflicts if they arise

· Flexibility and commitment to achieve successful outcomes

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