Customer Success Coordinator

3 days ago


Cebu City, Central Visayas, Philippines QIMA Full time

About QIMA

At QIMA, we empower our clients to achieve quality excellence in the consumer products, food, and life sciences industries. With a presence in over 100 countries, we offer smart solutions that bring accuracy, transparency, and intelligence to quality and compliance data.

The QIMA Story

We combine on-the-ground expertise with digital solutions that help more than 30,000 brands, retailers, manufacturers, and growers unlock their full potential. Our unique culture is built on five core values: client passion, integrity, simplicity, innovation, and teamwork.

Job Description

The Customer Success Associate will play a critical role in supporting the fast-growing Customer Success Management team. This includes maintaining and improving processes, collaborating with clients to maximize their results with our software solution, and acting as a trusted advisor to support their digital transformation.

Key Responsibilities

  • Upload customer data, including products, POs, entities, checklists, and measurement charts.
  • Integrate bookings from QIMAone into the QIMA Service Platform.
  • Support clients through the Customer Service chat, addressing entry-level queries and providing timely resolutions.
  • Prepare onboarding emails for new customers and create invitation emails with guidelines.

Standardization, Processes, Training

  • Contribute to internal projects focused on formalizing and standardizing processes, documenting them in clear SOPs.
  • Create models to address current business questions, validate conclusions, and create presentations for customer meetings.
  • Develop quotation files and follow the invoicing process.

Maintaining Quality and Efficiency

  • Daily monitoring of QIMAone Brand accounts to track activity and ensure timely responses.
  • Ensuring all tickets are handled according to the SLA (Service Level Agreement).
  • Frequent follow-ups with new users to monitor training completion.

Delivering Value-Added Services

  • Preparing follow-up materials after demos, including email communications, recordings, and dedicated handbooks.
  • Creating and editing videos for demo and training purposes.
  • Managing login information, creating aliases, and maintaining passwords.
  • Preparing test and defect checklists based on client documents and best practices.

Requirements and Qualifications

  • A degree in Business or a related field.
  • Excellent command of English language skills, both written and spoken.
  • Self-motivated, independent, and a good team player.
  • Open to fresh graduates who are highly trainable.

Benefits

  • HMO medical insurance covering employees and first dependents.
  • 15 paid leave days.
  • Team-building activities.
  • Free coffee and game room facilities.
  • Performance-based salary adjustments.
  • Employee recognition awards.
  • Social Awareness and Community Involvement Activities.


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