About the job Customer Success Representative
Position Title: Customer Success Representative
Classification: Client Staff
Salary Grade: 30,000 - 90,000 pesos/ month
Reports To: Account Manager, Client
Primary Relationships: Internal Teams and client staff
Date: June 2021
As a Customer Success Representative, you will report directly to our Director of Customer Growth and help with fulfilling day-to-day customer service needs, user setup and onboarding tasks, handling customer phone calls and responding to email requests frequently. Exceptional organizational and written skills will be required to oversee an incredibly busy and growing user base in need of training and support. A confident self-starter with outstanding interpersonal skills and a 'take charge' approach will thrive as part of this top-performing team
Take and resolve customer service requests via different forms of communication.
Foster a culture or positivity, enthusiasm, teamwork and care for clients and co-workers.
Use critical thinking skills to propose a proper and thorough solution for every client concern.
Be timely, accurate, empathetic, responsive, and sensitive to clients concerns, questions, and requests.
Coordinate communication with other departments for follow-through on technology related issues or order preparations.
Assist in client escalations, taking calls and responding to emails as needed.
Measure key performance indicators ensuring service levels are met,
high quality and productivity is maintained and exceeds customer service goals.
Administer customer service technologies.
Continually look for ways to ensure your clients and team feel fulfilled, appreciated, and excited to work with you and our company.
Should be able to learn our product offerings thoroughly and perform webinar training, coaching sessions, and teach our products to any user upon request, both online and in person.
Interpret users’ needs and wants when they may not know what they want and or need.
Solve user issues while also teaching them how to self-service for future use.
Experience with ZenDesk a plus.
3-5+ years of relevant experience in a fast paced in-person and/or online customer service environment.
Knowledge of the Real Estate and/or Mortgage Lending industries a plus.
Dynamic and reliable team member ready to take on anything that comes at them and inspire their team to do the same.
Strong training, organizational, and project management skills
A creative problem solver that proactively looks for new solutions with the big picture of the overall company initiatives in mind.
Ability to remain calm and respond in a friendly manner under pressure.
Proven ability to embrace and manage change in an ever-changing environment.
Extremely Comfortable with technology; wants to learn more; and multitasks with ease.
Ability to learn internal systems quickly and efficiently.
Comfortable with written language - not only in crafting responses but also in accurately interpreting the true requests of clients.
Able to manage confrontational and escalated customer issues in a controlled and courteous manner.
Flexible and resilient, comfortable with ambiguity, adaptable to a fast changing environment.