Customer Service Liaison

2 days ago

Lipa City, Calabarzon, Philippines beBeeCommunication Full time $45,000 - $60,000
Job Overview

The Customer Service Liaison plays a pivotal role in maintaining strong relationships with key stakeholders, ensuring their satisfaction and loyalty to the organization.

This specialist is responsible for transitioning customers from the sales and implementation process into the support phase, providing timely value propositions to propel growth and achieve goals while strengthening business relationships.

Key Responsibilities:
  • Effective Case Management & Inquiry Resolution: Successfully complete all case management-related inquiries assigned within the Salesforce platform, adhering to established service levels and fostering a culture of customer-centricity.
  • Proactive Account Monitoring & Maintenance: Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records, ensuring seamless communication with internal departments.
  • Timely Customer Communication: Provide regular follow-ups to customers, keeping them informed about the progress of their requests and building trust through transparent communication.
  • SLA Compliance & Report Delivery: Ensure that reports and information requests are delivered on time, meeting service level agreements (SLAs) and upholding the organization's commitment to excellence.
  • Collaboration with Sales Team: Identify and collaborate with the sales team on leads to contribute to revenue generation and growth, leveraging synergies between departments.
  • Account Retention Management: Develop and nurture relationships with key decision-makers to maintain account retention targets, driving business stability and continuity.
  • Customer Feedback & Product Enhancement: Obtain first-hand customer information and provide actionable insights for product and service improvements, ensuring the organization remains agile and responsive to customer needs.
  • Relationship Development: Foster multi-level relationships with key decision-makers to ensure retention and relationship stability, cultivating long-term partnerships that drive mutual success.
  • Product Expansion Opportunities: Identify and propose additional products and services to expand the organization's footprint within existing accounts, unlocking new revenue streams and growth opportunities.

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