Client Success Associate / Customer Service Representative (Remote / WFH) - #337

This is an amazing opportunity for an amazing Client Success Associate to join an organization that is internationally growing and has strong branded digital solutions known for their quality and efficiency.

Company Profile:

Our client combines the power of global voice enablement and key business integrations, empowering organizations worldwide with the most advanced unified communication and collaboration solutions. Combined powerful voice enablement with contact center, productivity tools and network support to unleash the full power of a modern and enterprise-grade unified communications suite. Our client delivers comprehensive UCaaS turnkey solutions.

Overall purpose and responsibilities of the role:

The Customer Success associate will fill a key position by being a customer advocate and responsible for the satisfaction and growth of our existing customer base. The position will play an active role in assisting unnamed accounts. This individual will primarily work with customer organizations utilizing account management ticketing system to help them achieve key business objectives and successfully utilize the company’s offering.

The Customer Success Associate will work with a cross-functional team to respond to customer requests and address escalated issues. This individual will work directly with unnamed and maintain accurate and up-to-date records in Salesforce. This individual will take ownership of customers’ requests/issues and act with a sense of urgency while driving for resolution, and to exceed our customers’ expectations.

Duties and Responsibilities:

• Assist with unnamed accounts and become a reliable resource for customers.
• Under direct supervision manage the day-to-day operational and tactical aspects of multiple customer escalations; effectively communicate plans, progress and status both internally and to customer organizations.
• Respond to customer requests from different sources such as marketing campaigns, inbound phone calls or escalations from our support team.
• Understand and relay the company’s solution offering to customer; be able to understand customer needs and communicate how the company’s solutions can solve those needs.
• Address customer relationship issues for unnamed accounts; urgently address customers marked “At-Risk” and take effective actions to save the account.
• Assist customers in product migration efforts; communicate the migration path.
• Engage and participate in up-sell/cross-sell activities
• Create and provide quotes for the company services; process the orders in accordance with internal policies/processes.
• Follow up with customers who may feel dissatisfied to ensure issue resolution and a satisfactory conclusion.
• Other duties as assigned by management.

Requirements

• Bachelor’s Degree preferred.
• 3+ years of Customer Service experience; Prior experience in a Telecommunication account will be a plus.
• Customer focused personality, able to interact and deescalate tense situations.
• Working customer service skills, ability to work independently and efficiently to meet deadlines, and adapt to a fast-paced dynamic environment.
• Skilled with maintaining up-to-date records of customer interactions in Salesforce.
• Excellent verbal and written communication skills, including excellent listening skills.
• Candidates need to demonstrate they can: embrace change, listen, collaborate, have fun, be tenacious, empower employees to grow and scale the company, be known for our expertise, and grow as an organization.

Job type: Permanent

Emp type: 9 PM to 6 PM PH Time during Training only; this schedule might change after the training.

Location: Remote/WFH

Industry: Software Telecommunications

Expertise: Customer Service, Client Success, Customer Satisfaction