Customer Service Representative
Makati, National Capital Region
Posted more than 30 days ago
- Company:
- Dempsey Resource Management Incorporated
- Company Description:
- We are an HR Firm engaged in sourcing and referral of college graduates and professionals. We do assist our client companies in the sourcing of competent and qualified candidates to fill up various job positions in their organization. The job positions we are targeting for our referred candidates are those intended for direct hiring by our clients. We can provide candidates for entry level, supervisory, managerial and executive positions for client's direct hiring.
- Contract Type:
- Full Time
- Experience Required:
- 2 years
- Education Level:
- Bachelor’s Degree
- Gender:
- Any
- Number of vacancies:
- 1
Job Description
Laptop will be Provide
Must Have Internet 50Mbps and Mobile internet for back up.
Office schedule: 7:00am - 4:00pm PH Time (Monday to Friday), with an hour of break and 2 separate 15 minutes breaks.
Role Description:
This is a full-time remote role for a Customer Service Representative based in the Philippines. The Customer Service Representative will be responsible for providing customer support, ensuring customer satisfaction by holistically managing the customer journey, training new users, driving adoption, managing feedback, resolving customer issues and analyzing data for actionable insights.
Responsibilities:
Manage assigned accounts, especially in North America
Onboard new users for assigned accounts by leveraging existing onboarding documentation and identify opportunities to optimize this process over time
Deliver exceptional customer service as the first point of contact for all customer queries
Respond to all queries in line with company KPIs
Elevate the performance of existing users to achieve healthy platform adoption scores through proactive engagement and training
Analyze user engagement metrics to identify gaps
Provide solutions to drive adoption for clients and test new techniques
Drive greater client engagement on the most relevant features/functionality for their specific business needs
Manage upgrade/upsell conversations with clients
Analyze and report on customer feedback throughout their lifecycle
Document all communication with users accurately and in a timely manner in the CRM
Manage escalations as appropriate with the internal team
Monitor and report on the health status of all assigned accounts
Assist with educational webinar series for end-users
Collaborate with relevant departments to create workflows, develop knowledge bases, both internal and external
Suggest improvements to the current processes to optimize them
Required Skills:
Excellent fluency in English - exceptional spoken and written, grammar as well as typing accuracy
Bachelor’s degree or equivalent
Strong project management and organizational skills
High level self-motivation and enthusiasm
Experience analyzing data and trends to identify growth opportunities
Strong technical aptitude
Proficiency in TEAMS and MS Office
HubSpot/CRM proficiency will be a plus; otherwise, willingness to learn new systems quickly
Basic proficiency with Microsoft Excel
Familiarity with web-based platforms and tools
Experience working both autonomously and in a team environment
Ability to build authentic business relationships and resolve conflicts if they arise
Flexibility and commitment to achieve successful outcomes
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