Customer Service Representative

· 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

QUALIFICATIONS:
· 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

*Work From Home
*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.

CONTRACT:
Contractual 1 year co-term with the Client. But has the possibility of regularization.

SALARY:
*20k + 2k internet and reimbursement
-Years of experience, 2years

*27k + 2k internet and reimbursement
- Years of experience, 3-4years