Expert Relationship Builder

2 days ago

Quezon City, National Capital Region, Philippines beBeeCustomer Full time ₱2,500,000 - ₱3,500,000
Job Description

The Customer Account Specialist (with background in Customer Care & Sales) liaises with Small Business accounts and various internal departments such as Sales, Operations, Service, Product, and Billing. This individual establishes and maintains effective customer relationships and gains trust and respect.

This specialist helps transition customers from the sales and implementation process into the support phase. They are responsible for fostering relationships with any of the customers supported by the team. The specialist will ensure that the client relationship and customer satisfaction remain a competitive advantage.

Responsibilities:

  • Timely Case Management & Inquiry Resolution - Complete all case management-related inquiries assigned within the platform while adhering to established service levels. Ensure that all customer interactions are handled efficiently and effectively.
  • Salesforce Account Monitoring & Maintenance - Monitor, enter, update, and close Salesforce Accounts, Files, and/or Case records. Maintain accurate and up-to-date information to support seamless case management.
  • Proactive Customer Communication - Provide timely follow-up to customers, keeping them informed about the progress of their requests. Ensure that all communications are clear, professional, and empathetic.
  • Report Delivery & SLA Compliance - Ensure that reports and information requests are delivered on time, meeting service level agreements. Keep relevant case information updated within Salesforce to facilitate accurate reporting.
  • Collaboration with Sales Team - Identify and collaborate with the sales team on leads to contribute to overall revenue generation and growth. Foster strong relationships to enhance sales opportunities.
  • Account Retention Management - Maintain account retention targets by developing and nurturing relationships with key decision-makers. Ensure customer satisfaction and loyalty through effective engagement strategies.
  • Customer Feedback & Product Improvement - Obtain first-hand customer information and make recommendations for improvements to products and services. Actively seek feedback to drive enhancements.
  • Relationship Development - Identify and develop multi-level relationships with key decision-makers to ensure retention and relationship stability. Leverage these relationships to support business objectives.
  • Product Expansion Proposals - Propose additional products and services to expand the organization's footprint within existing accounts. Identify opportunities for upselling and cross-selling.
  • Leadership Collaboration on Product Enhancements - Identify and partner with leadership on any product gaps and/or enhancements. Collaborate to ensure that customer needs are met effectively.
  • Additional Duties as Assigned - Perform other duties as assigned by management, demonstrating flexibility and a willingness to support team objectives.

Our ideal candidate has a minimum of 2 years of call center or related experience. Familiarity with productivity software, CRM systems, and other call center technologies is preferred. A proven track record in case management or customer service roles is essential. Proficiency in Salesforce or similar CRM platforms is also necessary.

Benefits

We offer a dynamic work environment where you can grow and develop your skills. Our remote employees must have a dedicated workspace that is free from distractions and ensures privacy. We provide equipment and require working internet speeds that can support our systems.

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