Customer Success Specialist

About Us
Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals.

Overview:
This is a customer service position that works daily with customers to address customer issues, propose business solutions, and handle escalated customers. The Customer Success Specialist will work daily with customers on live video calls and email, requiring strong English language written and spoken communication skills. This is not a technical position, but requires an ability to learn software products and communicate them to customers.

Role Responsibilities

• Ability to provide excellent customer service both over email and live video calls.
• Resolve customer issues with professional businesses by correctly identifying issues, recommending solutions to customers, and engaging appropriate internal resources.
• Showcase ability to build customer relationships and manage customers by serving as the primary point of contact for our customers throughout the customer lifecycle.
• Engage with customers on a recommended cadence via calls and emails, securing buy-in for growth and driving product renewals.
• Identify customer's desired business outcomes based on your ongoing conversations and analysis of each customer. Provide customers with correct resolutions based on identifying customer needs.
• Develop high-level understanding of the software product through training and proactive learning.
• Propose product features to customers that meet their business needs.
• Address customer inquiries by connecting them with the right resources, collaborating with your manager to determine appropriate actions, and consistently delivering on commitments within agreed-upon timelines.
• Consistent follow through to customer requirements and with help from manager, help set timelines and deliverables.
• Use data and customer engagements to identify account risk and work with your manager to take steps to resolve.

Behavioral Expectations

• Developing expertise within your role. Exercise judgment and apply company policies and procedures to resolve routine tasks with limited guidance from others.
• Proactively seek guidance and instruction to help solve customer issues. Apply learnings to solve the same or similar issues in the future.
• Use company knowledge and resources to analyze problems and work with your manager to create plans accordingly.
• Understand various communication channels and communicate with your manager and others appropriately. Learn communication techniques to provide detailed information to other parties and relay information effectively.
• Eager and motivated to learn new things and develop new skill sets.
• Complete tasks in a timely manner aligned with deadlines and defined processes.
• Build collaborative working relationships with your manager, peers and other teams you work closely with

Qualifications

• Strong verbal and written communication skills in English.
• Experience handling customer inquiries, complaints, and escalations professionally.
• Ability to engage with customers via live video calls and email in a professional manner.
• Strong problem-solving and critical-thinking skills to propose business solutions.
• Ability to quickly learn and understand software products to assist customers effectively.
• Customer-focused mindset with a proactive approach to issue resolution.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively within a team.

Work Set-up

• Hybrid set-up (2nd Floor, Lexmark Plaza 3, Cardinal Rosales Ave. Cor Samar Loop, Cebu Business Park, 6000, Cebu City, Philippines)
• Should have strong internet connection (minimum of 20 mbps)
• Should have own Laptop/PC (minimum of i5 8GB RAM)

Note:
As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.