• Ability to provide excellent customer service both over email and live video calls.
• Resolve customer issues with professional businesses by correctly identifying issues, recommending solutions to customers, and engaging appropriate internal resources.
• Showcase ability to build customer relationships and manage customers by serving as the primary point of contact for our customers throughout the customer lifecycle.
• Engage with customers on a recommended cadence via calls and emails, securing buy-in for growth and driving product renewals.
• Identify customer’s desired business outcomes based on your ongoing conversations and analysis of each customer. Provide customers with correct resolutions based on identifying customer needs.
• Develop high-level understanding of the software product through training and proactive learning.
• Propose product features to customers that meet their business needs.
• Address customer inquiries by connecting them with the right resources, collaborating with your manager to determine appropriate actions, and consistently delivering on commitments within agreed-upon timelines.
• Consistent follow through to customer requirements and with help from manager, help set timelines and deliverables.
• Use data and customer engagements to identify account risk and work with your manager to take steps to resolve.
  
  

• Developing expertise within your role. Exercise judgment and apply company policies and procedures to resolve routine tasks with limited guidance from others.
• Proactively seek guidance and instruction to help solve customer issues. Apply learnings to solve the same or similar issues in the future.
• Use company knowledge and resources to analyze problems and work with your manager to create plans accordingly.
• Understand various communication channels and communicate with your manager and others appropriately. Learn communication techniques to provide detailed information to other parties and relay information effectively.
• Eager and motivated to learn new things and develop new skill sets.
• Complete tasks in a timely manner aligned with deadlines and defined processes.
• Build collaborative working relationships with your manager, peers and other teams you work closely with
  
  

• Strong verbal and written communication skills in English.
• Experience handling customer inquiries, complaints, and escalations professionally.
• Ability to engage with customers via live video calls and email in a professional manner.
• Strong problem-solving and critical-thinking skills to propose business solutions.
• Ability to quickly learn and understand software products to assist customers effectively.
• Customer-focused mindset with a proactive approach to issue resolution.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively within a team.
  
  

• Hybrid set-up (Work in Cebu Office)
  
  

Please refer to job description.