Customer Advocate or CSR

Main Area of Responsibility

The primary responsibility of Customer Advocate I is to provide clear and timely solutions to concerns raised by clients. They are skilled subject matter experts with which customers can rely on for answers. They are the first contact of clients for inquiries & concerns. Serves as the initial point of assistance, addressing issues encountered by customers. As the primary point of contact, Customer Advocate I manages the biggest ticket volume and they are responsible for properly documenting all the relevant information related to the concerns.

Tasks:

Client Interactions:

• Should be able to use these channels to decipher which best to use given the issue at hand:
• Ticket
• Online Meeting
• Call
• The goal is to make clients experts in Sprout products by educating them through any type of customer engagement.
• Work closely with both clients and the relevant Sprout stakeholders to identify needs, provide solutions, and ensure that the clients are updated timely and accurately.

Documentation:

• Responsible for properly documenting all the relevant information related to the concern which is to be sent to the client and potentially used when escalation is required.
• Responsible for filing internal tickets to be passed on to the engineering or product team
• Help clients become experts by contributing to the product Knowledge Base.

Technical Investigation:

• Expected to exhaust all possibilities of issue resolution which includes the use of knowledge base articles (internal & external) and other internal tools.
• Collaborate with different resources and teams in Sprout to solve client issues

Client Satisfaction:

• Should adhere to SLAs depending on severity level and follow escalation matrix when needed.

Tasks:

• Focus on addressing straightforward concerns and provide foundational support
• Assist with general inquiries (Basic Navigation, Troubleshooting, and System Setup)
• Create informational materials for common system concerns
• Acquire information about the issue by examining the symptoms and analyzing the underlying problem.

• Document all the necessary and relevant information related to the concern for escalation.

• Minimum Qualifications: Willing to work on shifting schedule

• Preferably with basic HR/Payroll experience
• Customer Support experience is not required but preferred
• Rockstar Customer Service skills
• Good Communication Skills
• Good listening and comprehension skills
• Ability to multitask, prioritize, and manage time effectively
• Has keen attention to details
• Has to be solutions driven, resourceful, and a creative problem solver
• Has a methodical approach in explaining processes
• Business Writing Skills
• Good collaboration and interpersonal skills
• A team-player attitude is essential

MAKE YOUR BEST CAREER MOVE YET Join one of the fastest growing tech companies in the Philippines. Get to enjoy a fun-filled work culture that empowers you to do your best work ABOUT US Sprout Solutions is a software-as-a-service (SaaS) company that aims to deliver the best automated HR and payroll solutions for the Philippines. We want to help all types of businesses grow with our suite of cloud-based HR and payroll software to streamline and simplify processes. Here at Sprout, we want people who are driven to make things better than they were before. We desire individuals who are brave and courageous to bring positive change, no matter how small or big it is. We are committed to revolutionize the Philippine economy by building world-class software with the power of local talent. SPROUT CULTURE Sprout's mission is to transform the way HR works in emerging markets. As a company, we want to help the Philippines move forward through technology, doing what we do best. Despite that, we're proud to say that Sprout has one of the most fun work cultures in the country We love getting things done, while also having some fun in between. Be part of an agile startup that is young, energetic, and committed to helping the Philippines move forward. FUN THINGS WE DO Weekly fun things: Being fit and healthy is a top priority at Sprout Healthy lunch Mondays, Muay Thai Tuesdays and Thursdays, Wellness Wednesdays – these are the things we do every week We also have sports programs like basketball and badminton, as well as weekly free massage and Zumba sessions for all employees. We're also proud to have a CEO who's also a professional Muay Thai fighter – how cool is that? Sproutings (Sprout Outings): Here at Sprout we prioritize our employees' well-being – that's why we go on trips outside the city twice a year to unwind, relax, and bond together. All of us work hard for most of the year, which is why we love to explore the outdoors and chill out whenever we can Monthly gatherings: To celebrate our company milestones and career achievements, we gather around every month over food and drinks. There's a different theme every month which brings out talent and creativity in everyone - JOIN US TODAY We're excited to know you and see how you fit with Sprout Send in your application and we'll get back to you soon. :)