Customer Success Specialist

1 week ago

Cebu City, Central Visayas, Philippines Complete Development (CoDev) Full time $3,000 - $6,000 per year

Job Description

This position will serve as a member of the growing eCommerce Customer Experience team and will play a key role in supporting the online customer support experience for our client's rapidly growing eCommerce business.

The Customer Success Specialist will be responsible for communicating directly with the online consumer via multiple channels to review and resolve their requests in a timely manner. They will also be responsible for adhering to department policy regarding care quality standards and ensuring that each consumer has a positive experience during their interaction.

DUTIES AND RESPONSIBILITIES

  • Interact with customers via all service channels including email, phone calls, and social media.
  • Collect and deliver feedback regarding common customer complaints to management.
  • Provide timely and successful resolution to customer issues.
  • Adhere to all company and department policies while maintaining high levels of CSAT.
  • Meet or exceed agreed-upon SLAs including Tik Tok Seller Center Customer Message/Refund Return response time , ZenDesk response time, first contact resolution rate, customer satisfaction evaluation, and productivity.
  • Consistently surprise and delight customers with premium support and problem solving

REQUIRED EXPERIENCE

  • 2-3 years of customer-facing experience. eCommerce/call center experience preferred but not required.
  • Strong interpersonal and customer service skills.
  • Outstanding written and oral communication skills.
  • Enjoys interacting with customers.
  • Results-driven, solutions-focused attitude.
  • Technical literacy including Microsoft Office tools.
  • Zendesk or other CRM experience preferred but not required.

CERTIFICATES, LICENSES, REGISTRATIONS (If applicable)

High school diploma or equivalent (Associate's or Bachelor's degree preferred)

DISCLAIMER

Management may, at its sole discretion, assign or reassign duties and responsibilities to this job at any time.

Why Join CoDev?

  • Medical and Life Insurance package on the 2nd month plus 2 dependents
  • Company provided equipment + Monthly utility stipend of Php 1,500
  • A regularization increase on the 6th month
  • Annual salary increase based on performance
  • Tax-Free allowances incorporated in pay
  • Salary loans with 0% interest, payable in 2 months
  • Opportunity for self-improvements like access to online training sites such as Udemy, Pluralsight, and other resources

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