Customer Success Specialist

3 days ago

Makati City, National Capital Region, Philippines Booth and Partners Full time ₱1,200,000 - ₱2,400,000 per year

Customer Success Specialist

Job Summary

The Customer Success Specialist (CSS) plays a pivotal role in building strong, trust-based relationships between Cluey Learning and its customers. This role goes beyond resolving enquiries — it is about uncovering the core issues impacting the customer experience, providing meaningful solutions, and ensuring customers feel supported and valued throughout their journey with Cluey Learning.

Reporting to the Head of Customer Success, the CSS is expected to work autonomously as part of the wider Customer Success team, demonstrating ownership and accountability in managing customer relationships. By consistently providing proactive support, offering process feedback, and establishing rapport, the CSS directly contributes to improved customer satisfaction, retention, and long-term business growth.

Key Duties and Responsibilities

  • Serve as the primary point of contact for customers, providing support via phone, email, and chat, ensuring all enquiries are resolved with professionalism, care, and timeliness.
  • Apply discovery techniques to identify the underlying cause of customer challenges, resolving issues at their core rather than applying short-term fixes.
  • Take ownership of the customer relationship, establishing rapport, building trust, and ensuring a positive experience that drives retention and loyalty.
  • Oversee bookings, including scheduling, rescheduling, cancellations, and updates.
  • Maintain detailed and accurate records of all interactions, ensuring notes, escalations, and follow-ups are logged in Salesforce in line with Cluey Learning standards.
  • Educate customers on how to best use the Cluey Hub, highlighting self-service tools and features that enhance their experience.
  • Collaborate with the Customer Success Team by providing regular feedback on recurring customer pain points, process improvements, and opportunities to enhance the customer journey.
  • Handle escalations and provide solutions to complex or sensitive customer issues with empathy and professionalism.

Skills and Attributes

  • Strong problem-solving ability with a focus on root-cause analysis.
  • Excellent interpersonal skills, with the ability to establish rapport and build trust quickly.
  • High degree of autonomy and accountability in managing customer relationships.
  • Strong written and verbal communication skills.
  • Ability to navigate complex customer enquiries whilst consistently demonstrating Cluey Learning's values.
  • A continuous improvement mindset, with the confidence to provide constructive feedback on internal processes.

Benefits

  • Great Place to Work-Certified company
  • Premium HMO coverage
  • Holistic employee experience programs
  • Work-from-home and hybrid work setup
  • Rewards and performance incentives
  • Monthly engagement activities
  • Career advancement opportunities
  • Paid referral program

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