Bilingual Customer Success

2 weeks ago

Cebu City, Central Visayas, Philippines Expounder Corp. Full time ₱1,200,000 - ₱2,400,000 per year

Position Overview:

As we scale our global team, we are seeking Bilingual Customer Success Representatives with over 2 years of experience in post-sales activities. In this role, you will be responsible for ensuring our customers' success by enhancing their product adoption, improving satisfaction levels, and utilizing their feedback to influence product development. Your goal will be to provide exceptional customer service and create long-lasting relationships, fostering loyalty and business growth.

Key Responsibilities:

  • Product Expertise: Become the company's go-to expert for all products and services within the first 2 months, ensuring you can expertly navigate customer queries and provide solutions.
  • Customer Optimization: Jump on calls to examine customer data and feedback, working to enhance their experience with our products and services within your first 2 months.
  • Product Demonstrations & Troubleshooting: Conduct product demos, assist with hardware and software usage, and resolve customer issues via Live Chat within your first month.
  • Client Retention & Sales Opportunities: Set clear client retention goals, establish process milestones, and identify opportunities for upselling and cross-selling within the first 3 months.
  • Collaboration & Advocacy: Advocate for customer needs by collaborating with internal teams to suggest product improvements and influence product enhancements, starting within the first month.
  • Relationship Building: Build and nurture strong relationships with clients and prospects, handling objections professionally and effectively within the second month.
  • Industry Knowledge: Stay up-to-date with industry trends and emerging technologies to offer expert advice and become a trusted resource for clients from day 1.
  • Knowledge Base Development: Contribute to building and improving our knowledge base for customers, offering valuable feedback and insights to internal teams from day 1.

Qualifications:

  • Experience: Proven experience in sales, account management, or 2nd/3rd level support in the B2B sector, with a focus on software and hardware solutions for SMEs.
  • Technical Expertise: Strong understanding of software and hardware technologies, with the ability to troubleshoot, assist, and explain complex technical concepts clearly.
  • Communication Skills: Exceptional verbal and written communication skills, with the ability to build rapport, listen to customer concerns, and present solutions effectively.
  • Independence & Pressure Handling: Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment with a competitive and result-driven mindset.
  • Industry Experience (Preferred): Experience in the jewelry industry is a plus but not required.
  • Mindset: A resilient, "can-do" mindset and willingness to take on challenges and do what it takes to succeed.
  • Global Exposure: Previous study or work experience in the E.U. is preferred.

What We Offer:

  • Competitive base salary and performance-based incentives.
  • A fast-paced, innovative work environment with room for growth and professional development.

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