Customer Service and Success Representative

Location: Philippines

Work Arrangement: Work from home / Hybird

The Role:

The ideal candidates will have a curiosity about solving customer pain points with our technology and a positive mindset. The customer care representative will develop a deep knowledge of the customers they support, as well as their business needs, to drive adoption for CRM customers.

Essential Functions:

The essential functions include, but are not limited to the following:

  • Serve as the primary interface to manage and resolve any critical situations via phone, chat & email.

  • Work with customer team members and the engineering team to find appropriate solutions for escalations.

  • Work with a strong sense of urgency to meet and exceed daily/monthly key performance indicators.

  • Submit well researched and well documented bugs and feature requests arising from customer submitted requests.

  • Collaborate with our Customer Success team to provide data imports & account customization for customers in onboarding.

  • Provide sales demos on demand to support international lead inquiries.

Qualifications:

  • Demonstrated ability in a customer facing role.

  • Working understanding of sales in order to support our customer’s efforts (leads, opportunities, etc).

  • Ability to build credibility and trust by understanding and addressing customer requirements.

  • Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both

  • Must be dependable, outgoing, positive and work well in a team environment.

  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel

  • Ability to build a solid rapport and develop professional relationships with customers and colleagues.

  • In this position, you will routinely act independently while researching and developing solutions to customer issues.

  • Creative and well-reasoned problem solver with a demonstrated ability to think on your feet.

  • Experience with Customer Relationship Management (CRM).

  • Familiarity with help desk tools like HelpScout, Just Call (phone), User Voice and Socratic.

  • Excellent grasp of all Microsoft 365 applications

  • Excellent verbal and written communication skills

  • Aptitude in data management, analytics and reporting preparation

  • Ability to function in an autonomous environment—independent worker, self-directed

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