Customer Service Representative/In CSR Experienced/Direct Hire
Metro Manila, National Capital Region
Posted 7 days ago
- Company:
- A&A Outsourcing Inc.
- Company Description:
- We are an executive search company engaged in the sourcing and referral of college graduates and professionals in the fields of Accounting, Finance, Engineering, Sales, Marketing, Web & Programming, HR & Admin, Behavioral Science, Arts and related fields.
- Contract Type:
- Remote
- Experience Required:
- 2 years
- Education Level:
- Bachelor’s Degree
- Gender:
- Any
- Number of vacancies:
- 1
Job Description
· 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
SALARY RANGE: Depending on the Number of Experience in Customer Service