Customer Success Executive

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee inbound and outbound interactions with customers via phone, email, and chat.

• Investigate, prioritize, and resolve customer inquiries, complaints, and technical issues within established service level agreements (SLAs).

• Conduct first-level troubleshooting and determine problems effectively.

• Escalate or forward complex cases to the appropriate team, ensuring clear and comprehensive case notes are provided.

• Manage dissatisfied or escalated customers, striving for fair and satisfactory resolutions.

• Monitor open cases until closure, ensuring timely follow-ups and return calls.

• Cultivate trusted, long-lasting relationships with assigned customer accounts, especially B2B partners.

• Anticipate customer needs and identify opportunities to enhance experience, retention, and satisfaction.

• Keep updated on the latest products, services, policies, and promotions.

• Accurately log customer interactions, case details, and resolutions in the CRM and other approved platforms.

• Process customer account requests and associated documents in accordance with company procedures and data privacy standards.

• Adhere to communication guidelines, quality standards, and corporate policies.

• Collaborate with Product, Software, Sales, and Marketing teams to resolve issues and relay customer feedback.

• Identify recurring issues and trends while proposing enhancements to processes, help-center content, and response templates.

• Utilize AI-assisted and automation tools judiciously to boost support speed, consistency, and quality.

• Participate in team meetings, product training, and refresher sessions, applying gained knowledge to daily responsibilities.

⛳️ Requirements

• Must have completed at least 2 years of college education.

• A minimum of 2 years of customer service experience dealing with calls, tickets, and chat.

• At least 1 year of recent experience in a BPO or contact center setting.

• Practical experience with CRM or helpdesk systems (e.g., Zendesk, Freshdesk, Salesforce, or similar).

• Familiarity with using AI and automation tools in a support environment.

• Proficient in written and spoken English.

• Genuine empathy and patience, with the ability to adapt to varying customer personalities and situations.

• Analytical, resourceful, and comfortable troubleshooting technical or application-based issues.

• Strong multitasking abilities, with effective time management skills in a fast-paced environment.

• Takes ownership of cases from initiation to resolution, working independently with minimal supervision.

• Openly collaborates with colleagues and cross-functional teams.

• Must reside in Cebu, Philippines.

• Availability for full-time rotating shifts, which may include nights and public holidays.

• Preferred: Experience supporting smart home, IoT, hardware, or app-based products.

• Preferred: Experience managing B2B accounts or engaging with international customers across various time zones.

• Preferred: Knowledge of knowledge-base management or writing help-center articles.

🏝️ Benefits

• Remote (work-from-home) position.

• Requires a stable, high-speed internet connection and a quiet, dedicated workspace for remote work.

• Willingness to travel occasionally for training, team events, or business needs.