Cyberbacker: Client Experience Apprentice

2 weeks ago

Manila, National Capital Region, Philippines Cyberbacker Careers Full time ₱150,000 - ₱200,000 per year

Key Responsibilities:

Daily Role-Play and Skills Enhancement

●    Participate in daily role-plays.

●    Hyperbound customer service drills.

●    Simulate challenging service situations and proper handling, communication techniques, and resolution strategies.

●    Absorb real-time feedback to participants with emphasis on tone, empathy, listening, and professionalism.

●   Practice key soft skills including active listening, emotional regulation, positive scripting, and problem-solving.

Client Conversations & Relationship Management

●    Conduct regular client check-ins via calls, video meetings, or emails to assess satisfaction, usage, and evolving needs.

●    Build rapport with decision-makers and day-to-day client contacts to foster trust and engagement.

●   Act as the client's main point of contact for inquiries, feedback collection, and success planning.

Proactive Account Monitoring

●    Schedule and document client interactions (weekly, bi-weekly, or monthly) based on client tier and lifecycle stage.

●   Track client activity, service delivery, and feedback trends to identify opportunities or risks.

●   Collaborate with internal teams (growth, operations and support) to coordinate responses and service enhancements.

Client Feedback & Issue Resolution

●    Capture insights from client conversations related to satisfaction, service quality, complaints, or suggestions.

●    Escalate concerns or unresolved issues to the appropriate teams for quick resolution.

●   Follow up to ensure closure and client satisfaction post-resolution.

Reporting & CRM Updates

●    Maintain accurate records of client interactions, concerns, and action items in the CRM or client success platform.

●    Assist in preparing client status reports or summaries for internal stakeholders or business reviews.

●   Track engagement metrics and check-in completion rates across your portfolio.

Benefits That Care for You:

  • Medical Assistance Program
    : Includes dental, vision, maternity, burial assistance, and dependent coverage for tenured Cyberbackers.
  • Gift & Rewards Program
    : Celebrate milestones like birthdays, work anniversaries, and personal achievements with thoughtful gifts.
  • Life Insurance
     for tenured Cyberbackers

Career Growth Opportunities:

  • Promotions to headbacker or leadership roles with leadership training, domestic and international travel, and speaking opportunities.
  • Over 100 exclusive complimentary classes monthly, conducted by experienced team members.

Counter Work-Life Balance:

  • Paid time off (PTO) credits, paid holidays, and permanent work-from-home setup.
  • Foodpanda discounts and exciting contests with prizes.

Financial Security:

  • Profit Share Program
    : lets you earn a share of the company's success. After five years, it becomes a retirement plan, providing monthly payments even after you leave—a lasting reward for your commitment.
  • Cybercapital
    : Loans for home or car purchases at competitive rates.

Community Rewards and Recognition:

  • Access to a supportive community on multiple channels.
  • Exclusive invite to in-person events
  • Travel opportunities for top performers, weekly meetings with company leadership, and a virtual year-end party.

Job Security & Training:

  • Assurance of service fees for completed work, even if clients default.
  • Paid training and access to the Transition Hub for Cyberbackers needing temporary workspaces.

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