Customer Engagement Representative

1 month ago

Central Visayas Philippines MyPass Global Full time
MyPass Global is on a mission to empower safe, agile & connected communities. Our vision is to become the industry standard platform of record for workforce management and credentialing. Our vision transcends just one industry or geography, it speaks to building a global workforce management & credentialing system that is looked to for best practice in this space.

Our company values set the standard for the behaviours and mindset we expect from every 'MyPasser'. Our values include:

BRING OUT THE BEST

We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.

CHALLENGE THE NORM

We pursue innovation by practising curiosity and always asking 'why'. We challenge assumptions by seeking opportunities for growth and improvement.

TREAT PEOPLE WELL

We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.

WALK THE WALK

We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word, fostering a culture of open communication.

Position Purpose Statement

The key purpose of this role is to provide support to our new Customers when they are onboarded to the MyPass Global platform by creating and configuring their portal. This role also supports existing Customers who are expanding their affiliate network on the Platform. This role is often the first point of contact for new Customers and is responsible for the Customer's first impressions of MyPass Global. This role identifies that stage that a Customer is at their onboarding program, and pro-actively provides support for their onboarding journey.

Key Responsibilities

  • Processing onboarding requests received via the onboarding form and/or the internal request form in a timely manner and to business and service level requirements
  • Creating and configuring customer portals to meet their (or their affiliated businesses) requirements
  • Affiliating customers to the relevant business partners, as required by instructions contained in their onboarding form
  • Setting up appropriate billing configurations via the automated billing system in the platform for customers paying by credit card (and as per business rules)Providing timely, accurate and professional responses to customer queries relating to the onboarding process, portal configuration, features and functionality
  • Pro-actively following up with customers to ensure that they have started to make use of the platform, and to provide tips / tools on how to maximise the platform
  • Capturing the required customer data in the CRM to enable the business to understand the customer and their preferences
  • Educating customers in the features and functions of the platform through ticket interactions/Zoom meeting and VoIP calls
  • Training new customers on the features and functionality of the platform via both email campaigns and webinar training sessions
  • This role will actively manage and facilitate the renewal process, engaging with customers to ensure a seamless and positive experience throughout the renewal lifecycle.

Key Accountabilities

  • Accountability / task% of time
  • Set up and management of the Vendor Onboarding program for each asset owner (new and existing) Includes weekly reporting (internal & external) Proactively tracking usage to ensure vendors are using the platform. - 30%
  • Conducting audits of customer portal and billing configurations - 10%
  • Customer engagement and training sessions - 50%
  • Internal meetings / stand-ups - 10%

Key Selection Criteria

  • Has a minimum of three (3) years in customer service experience in voice and chat support
  • Must have a minimum of one (1) year support experience in a Software as a Service account or project
  • Must exhibit adequate computer literacy in using Google Workspace, Microsot Excel, and SlackMust exhibit excellent written and verbal communication skills
  • A positive and accommodating attitude is an advantage for this position

Measures of Success

  • Customer NPS (survey results)
  • Internal quality scores on customer configurations
  • Meeting support ticket targets for newly onboarding BP's (vendors)
  • Meeting of onboarding service level targets
  • Customer satisfaction survey (CSAT)

Development Objectives

  • 0-3 Months
  • Understand and become proficient in the tools and systems required to perform the role to the expected level
  • Build internal relationships with the Activation team and the Customer Success team
  • Expand understanding of the product and range of use cases. Performing Onboarding tasks
  • 3-6 Months
  • Proactively contacting customers who have onboarded and not yet utilised the platform Conducting training sessions with customers

Information Security Accountabilities

Management:

  • Determine and allocate the resources required to maintain and continuously improve the ISMS
  • Ensure information Security requirements are communicated and understood across all levels of the business
  • Ensure business activities support the security of information
  • Promote the continuous improvement of information security
  • Ensure changes to the ISMS are effectively communicated to the business and stakeholders

Senior Leaders:

  • Ensure direct reports receive instructions that adequately describe the responsibilities for information security related to their job role
  • Ensure direct reports receive training to maintain appropriate information security skills and knowledge required for their job role
  • Ensure direct reports demonstrate the information security skills and knowledge required for their job role
  • Ensure induction and training focus on the most relevant information security aspects for each job role

Employees:

  • Understand own contribution to the effectiveness of the ISMS
  • Understand own responsibilities within the ISMS (e.g. Acceptable of Use Assets Policy, Information Security Policy)
  • Understand the consequences of non-compliance with the requirements of the ISMS
  • Understand information security guidelines related to own job role

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