Associate Account Manager

SSD GPS Corporation; Cebu City; On-site; PHP 223,000 - 357,000; Full time

Job summary

SSD GPS Corporation is seeking a client support professional in Cebu City to handle multi-channel customer inquiries, provide troubleshooting and training, and coordinate with Technical Operations, Accounting, Sales, Dispatch, and other teams.

You will conduct client training, demonstrate platform benefits, and work to maximize system usage and client satisfaction while maintaining documentation and reporting standards.

Qualifications

• Bachelor’s degree in a related field.
• Proven customer support experience or experience as a client service representative.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Ability to handle customer complaints and resolve conflict professionally
• Excellent communication and interpersonal skills.
• Demonstrates a strong commitment to ensuring client satisfaction.
• Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media.
• Basic knowledge of AI tools for marketing, analytics, or automation.
• Able and willing to travel or conduct client visits (if needed)
• Experience in Sales or upselling is a plus.

Responsibilities

• Respond promptly and professionally to customer concerns via group chat (GC), phone calls, email, in-person visits, or other communication channels.
• Provide fundamental troubleshooting and customer assistance such as but not limited to: a. Troubleshooting common issues; b. Track and Trace functionality; c. Platform Training for users; d. Sending Commands (Basic Commands ie: reset, status check, location inquiry, SOS, and monitoring permissions).
• Provide needed report, validate the data from the platform and create an incident report if necessary
• Conduct necessary research to support accurate and effective resolution of customer issues.
• Utilize the ERP system and platform for account reference, issue investigation, and service verification.
• Conduct client training sessions and refresher courses on the platform.
• Explain platform features and benefits to help clients maximize system use and improve user experience.
• Collaborate with internal departments to ensure timely and efficient issue resolution: Technical Operations, Accounting, Sales, Dispatch, and other SSD departments as needed.
• Identify opportunities to upsell or cross-sell relevant products and services during customer interactions.
• Record all customer interactions, inquiries, complaints, and actions taken in the appropriate logs or systems.
• Ensure compliance with internal reporting protocols and maintain complete documentation as required.
• Monitor client accounts nearing expiration (within 90 days) and initiate renewals or updates.
• Proactively engage customers to improve satisfaction and usage; apply retention strategies.
• Conduct regular onsite visits to strengthen client relationships and gather feedback.
• Use visits to provide support, resolve concerns, and demonstrate service commitment.
• Perform other related duties as assigned.

Skills

Customer support

Communication

Conflict resolution

Digital platforms

Upselling

Travel

AI basics

Sales experience

MS Office

Education

Bachelor's degree

Tools

MS Office

Job description

RESPONSIBILITIES

• Respond promptly and professionally to customer concerns via group chat (GC), phone calls, email, in-person visits, or other communication channels.
• Provide fundamental troubleshooting and customer assistance such as but not limited to:

• a. Troubleshooting common issues.
• b. Track and Trace functionality.
• c. Platform Training for users.
• d. Sending Commands (Basic Commands ie: reset, status check, location inquiry, SOS, and monitoring permissions).
• e. Effective Response Techniques for customer interactions.
• f. Professional Presentation of solutions and support.

• Provide needed report, validate the data from the platform and create an incident report if necessary
• Conduct necessary research to support accurate and effective resolution of customer issues.

2. ERP System and Platform Use

• Utilize the ERP system and platform for account reference, issue investigation, and service verification.

3. Training and Client Support

• Conduct client training sessions and refresher courses on the platform.
• Explain platform features and benefits to help clients maximize system use and improve user experience.

4. Cross-Department Coordination

• Collaborate with internal departments to ensure timely and efficient issue resolution:

• Technical Operations: For software and hardware-related concerns.
• Accounting: For billing or payment-related issues.
• Sales: For requirement validation and product alignment.
• Dispatch: For scheduling and coordination of field support.
• Other SSD departments as needed

5. Sales Support

• Identify opportunities to upsell or cross-sell relevant products and services during customer interactions.
• Recommend solutions that align with client needs and preferences.

6. Documentation and Reporting

• Record all customer interactions, inquiries, complaints, and actions taken in the appropriate logs or systems.
• Ensure compliance with internal reporting protocols and maintain complete documentation as required.

7. Account Monitoring and Management

Monitor client accounts nearing expiration (within 90 days).

• Initiate proactive follow-ups and coordinate necessary renewals or updates.
• Proactively engage customers to improve satisfaction and usage
• Apply retention strategies such as plan adjustments, service enhancements, or issue resolution

8. Client Visits and Relationship Building

• Conduct regular onsite visits to strengthen client relationships.
• Gather client feedback, assess ongoing needs, and reinforce satisfaction and loyalty.
• Use visits as an opportunity to provide support, resolve concerns, and demonstrate the company’s commitment to service excellence.

9. Perform other related duties as assigned from time to time.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Communications, or a related field required.
• Proven customer support experience or experience as a client service representative.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Ability to handle customer complaints and resolve conflict professionally
• Excellent communication and interpersonal skills.
• Demonstrates a strong commitment to ensuring client satisfaction.
• Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media.
• Basic knowledge of AI tools for marketing, analytics, or automation.
• Able and willing to travel or conduct client visits (if needed)
• Experience in Sales or upselling is a plus