CS Officer

1 week ago

Philippines Upway Group Full time ₱1,200,000 - ₱2,400,000 per year

About Us

We are a rapidly growing marketing technology and fintech company. We deliver bespoke, AI-driven solutions that provide measurable results for each client. We specialise in building custom marketing platforms that filter out the noise to deliver precise, high-impact results to drive business growth.

Job Summary

As a CS Officer, you will be at the heart of delivering exceptional experiences to our global customers. Your role will involve supporting a diverse audience, spanning Asia, the Middle East, and beyond.

This is more than just a customer support role—it's an exciting opportunity to build relationships, solve problems, and help define the Customer Success strategy for a fast-growing fintech platform. Fluency in English is essential, along with proficiency in one or more Asian languages (e.g., Mandarin, Cantonese, Hindi, Tagalog, or Bahasa Indonesia), to support our multilingual customer base effectively.

Key Responsibilities

Customer Onboarding and Engagement

  • Guide new customers through the onboarding process, ensuring a seamless introduction to the platform.
  • Proactively engage with customers to help them achieve their goals and maximize their experience with our services.
  • Educate customers on platform features, tools, and best practices to empower their success.

Customer Support and Issue Resolution

  • Serve as the first point of contact for customer inquiries via email, chat, or phone.
  • Troubleshoot and resolve technical or account-related issues efficiently, escalating complex cases when necessary.
  • Maintain a customer-first mindset, ensuring every interaction reflects the company's commitment to excellence.

Building Relationships

  • Develop strong, meaningful relationships with customers to foster loyalty and long-term engagement.
  • Identify opportunities to enhance customer satisfaction and retention by understanding their needs.

Contribute to Customer Success Strategy

  • Collaborate with leadership to refine Customer Success processes and tools.
  • Share customer insights and feedback to improve service offerings and product features.
  • Help shape the Customer Success culture, contributing ideas, solutions, and best practices.

Metrics and Reporting

  • Track and report on key performance indicators (KPIs), such as customer satisfaction scores (CSAT), net promoter scores (NPS), and retention rates.
  • Analyse customer trends to identify areas for improvement and opportunities for growth.

Qualifications and Skills

  • Bilingual or Multilingual Proficiency: Fluency in English and one or more other languages (e.g., Mandarin, Cantonese, Korean, Japanese, Arabic, Spanish or other regional languages).
  • Proven experience in Customer Success, Account Management, or Customer Support, preferably in fintech, trading, or SaaS industries.
  • Excellent communication and interpersonal skills to build trust and rapport with diverse clients.
  • Strong problem-solving skills and a proactive approach to resolving issues.
  • Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer support platforms (e.g., Zendesk, Intercom).

What We Offer

  • Competitive salary and a performance-based commission structure
  • The opportunity to lead and shape a pivotal business initiative within a fast-growing fintech and bullion trading company
  • Professional development opportunities to grow your skills and career
  • A dynamic and collaborative work environment focused on innovation and excellence

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