Customer Service Representative

Job Description

About the Client:

With over 50 years of experience collecting and publishing the industry's most accurate and objective education data, Peterson's has helped corporations, universities, and students by offering the most comprehensive college and university data sets available in the market today. This data is used by researchers, financial services companies, retail, and governments. Peterson's Data is widely regarded as the benchmark for higher education data.

Job Summary:

Our ideal candidate is genuinely excited to help customers. Must be patient, empathetic, and passionately communicative. Be able to put herself in their customers' shoes and advocate for them when necessary. Problem-solving should also come naturally. Should be confident in troubleshooting and investigating if they don't have enough information to resolve customer complaints.

The main goal of the CSR is to generally act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The CSR will work closely with the data operations team and the business development team to ensure a great client experience.

The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities:

• Responsible for engaging with the customers directly via email, calls, or chat, organizing accounts in HubSpot , tickets in Jira , and escalating tickets to the dev or operations team when needed.
  
• Report directly to the head of business development for us is Customer Support Manager
  
• Attend all team meetings and 1:1s
  
• Working directly with different internal teams to track client requests, update, and relay requests, and keep clients updated.
  
• Deal with urgent requests from multiple clients at the same time
  
• Build out product guides and FQAs
  
• Work directly with the Business Development and Operations team to build new processes to ensure client feedback is answered in a timely and accurate manor.
  
• Translate problems and answers between the dev team and customers.
  
• Work on account management/SDR/customer success tasks.
  
• Manage email inquiries and ensure that HubSpot accounts are kept up-to-date and accurate
  
• Identify and assess customers' needs to achieve satisfaction.
  
• Build sustainable relationships and trust with customer accounts through open and interactive communication
  
• Provide accurate, valid, and complete information by using the right methods/tools
  
• Keep records of customer interactions, process customer accounts, and file documents.
  
• Follow communication procedures, guidelines, and policies.
  
• Take the extra mile to engage customers.

Requirements

• 2+years of exposure in customer support experience or as a client service representative
  
• Track record of over-achieving KPIs
  
• Good email etiquette and customer orientation.
  
• Ability to adapt/respond to different types of characters.
  
• Must be digitally literate
  
• Adept in using Hubspot, and Zendesk or any CRM or Ticketing software for database management
  
• Good to have:Jira or any project management
• Sound decision-making and organizational skills
  
• Exceptional English communication, both written and verbal
  
• Must be flexible and willing to work at a given work schedule.
  
• Must have Fiber Optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest OS
  
• Must be able to work from10AM - 7PM Mountain time (12AM-9AM Manila time)
• Must be amenable to reporting to our Makati and BGC office as required

Benefits

WHAT WE OFFER:

Great Place to Work-Certified Company

Premium HMO

Holistic employee experience

Work-from-home and hybrid work setup

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program