Customer Success Coordinator

7 hours ago

Cubao, National Capital Region, Philippines SUMO Services Corporation Full time ₱800,000 - ₱1,200,000 per year

Job Overview:This role will be responsible for ensuring every customer has a seamless, positive experience with the clients by managing chat, inquiries and issues, primarily through Gorgias and email. Streamlining communication, resolve problems in a timely manner, and drive customer satisfaction across all channels.

Key Responsibilities:

  • Coordinate and resolve customer inquiries, complaints, and requests via Gorgias across email, live chat, and social channels
  • Monitor open tickets and ensure timely responses and resolution within SLA
  • Escalate complex issues to the appropriate team or manager while maintaining ownership of communication with the customer
  • Identify recurring customer issues and provide feedback to internal teams to improve processes, products, and services
  • Track customer interactions and ensure all data is logged accurately in the system
  • Maintain brand voice and tone in all communications, ensuring a consistent and professional customer experience
  • Proactively follow up with customers to confirm satisfaction and close the loop
  • Assist in the overall experience of customers both in-store and through Click & Collect channels
  • Develop and maintain reporting systems to help grow both customer satisfaction and overall online business
  • Support customer experience projects, campaigns, and initiatives as needed
  • Assist with knowledge base or FAQ content updates to improve self-service options
  • Provide input to team meetings and contribute ideas for improving customer experience & online trade
  • Assist the wider business with initiatives that drive online, instore trade and improve overall business efficiency
  • Coordinate the execution off digital projects that improve user experience and customer satisfaction

Requirements

  • Bachelor's degree in business, communications, marketing, or related field (or equivalent experience)
  • Experience in e-commerce customer support, using Gorgias and Shopify is advantageous
  • Proven experience in client success, account management, or digital marketing (agency/SaaS)
  • Proficient using multiple digital systems and tools (e.g. Microsoft Excel, Outlook, web-based platforms); ability to learn new systems quickly
  • Intermediate to advanced Microsoft Excel skills, including experience with VLOOKUP, pivot tables, data cleansing, and reconciling data from multiple sources
  • Strong analytical skills (turning data into insights)
  • Consultative communicator who builds trust and handles difficult conversations well
  • Organized, proactive, and thrive in remote environments
  • Strong communication and interpersonal skills with a customer-centric mindset
  • Ability to manage multiple accounts and priorities with attention to detail
  • Problem-solving and conflict resolution skills

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