Client Success Specialist

Overview:

We are seeking a detail-oriented and dependable Client Success Specialist to provide administrative and operational support to the Customer Success Department. This role will help ensure smooth coordination between internal teams and clients by assisting in data management, report preparation, and communication tracking.

The ideal candidate is organized, eager to learn, and able to multitask in a fast-paced BPO environment.

Key Responsibilities:

Administrative & Operational Support

• Assist the Customer Success team with day-to-day tasks such as updating trackers, maintaining client records, and organizing documentation.
• Schedule and coordinate internal and client-related meetings, taking notes and tracking action items.
• Support in preparing reports, client summaries, and presentation materials.
• Maintain and organize shared folders, databases, and other team resources.
• Support Client Success Supervisor in onboarding of new clients and accounts by preparing documentation, stay on-top of the Onboarding tracker and internal follow ups.
• Assist in documenting client feedback, recurring issues, and performance insights to support improvement initiatives.
• Assist in creating and organizing client communications, newsletters, and engagement materials.

Client and Internal Coordination

• Monitor emails and messages to ensure client or internal inquiries are properly routed and acknowledged.
• Assist the Customer Success Supervisor in maintaining strong client relationships through timely communication and service updates.
• Assist in following up with internal departments (Operations, HR, TA, IT, Finance) for client-related requests and deliverables.
• Collaborate with the CS Supervisor and brainstorm ideas on how clients’ experience andteam efficiency can be improved.

Reporting & Documentation

• Help consolidate data for any CS performance reports, internal updates and Client reports.
• Maintain a log of client feedback, issues, and requests for tracking and escalation.
• Maintain updated versions of SOPs and communication templates.

• Bachelor’s degree or at least 2 years of college education in Business Administration, Communication, or related fields.
• Preferably with BPO experience (internship or entry-level exposure acceptable).
• Strong attention to detail and excellent organizational skills.
• Good written and verbal communication skills.
• Proficient in Microsoft Office tools (Excel, Word, PowerPoint, Outlook).
• Fast learner, team player, and adaptable to shifting priorities.

Key Competencies:

• Reliable, consistent in delivering assigned tasks and adaptable to shifting priorities.
• Strong sense of initiative, analytical thinking and accountability.
• Positive attitude and willingness to learn from senior team members.
• Excellent coordination and follow-up skills.
• Professional and composed under pressure.

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Night Differential (10%)
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company
• Shifting schedule (depending on client and company needs but primarily night shift)
• Work-from-home (Will report to office at Makati or Clark if necessary)
• Php 30,500 - 35,000 all in