Client Onboarding Associate (B2B) Technical/Data Center Shaw Onsite | Nightshift

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Night shift

On-site work at IBEX Shaw

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Customer Care Onboarding Associate (Technical/Data Center) to ensure a smooth onboarding experience for Data Center clients.

The role serves as the main contact during onboarding, guiding customers through account setup, training, and issue resolution while delivering exceptional service. The position is onsite in Mandaluyong, Philippines, with a night shift and collaboration with internal teams to enhance the customer experience.

Responsibilities

• Guide new customers through onboarding from enrollment to successful product or service adoption.
• Conduct onboarding sessions, orientations, and product demonstrations.
• Assist customers with account setup, documentation requirements, and system access.
• Respond to customer inquiries via email, ticketing system or other communication channels.
• Identify and resolve onboarding-related issues and elevate complex concerns when necessary.
• Monitor onboarding progress and ensure customers complete all required steps.
• Maintain accurate customer records and update internal systems with onboarding activities.
• Collaborate with internal teams to improve the customer experience.
• Educate customers on company products, services, policies, and best practices.
• Gather customer feedback and recommend process improvements.
• Ensure compliance with company standards, policies, and data privacy requirements.
• Respond to email inquiries and requests through Customer Success Team Mailbox.
• Process and assign incoming requests from Customers from the Customer Success Team & Tour Request Mailboxes, Global Service Now and SFDC.
• Accomplish Special Projects from Customer Success Managers
• Draft Recognition emails and thank you email

Job description

This is Work On Site in IBEX Shaw, Mandaluyong and on a Night Shift.

The Customer Care Onboarding Associate (Technical/Data Center) is responsible for ensuring a smooth and positive onboarding experience for new/existing Data Center clients. This role serves as the primary point of contact during the onboarding process, guiding customers through account setup, product orientation, training, and issue resolution while delivering exceptional customer service.

Key Responsibilities

• Guide new customers through the onboarding process from enrollment to successful product or service adoption.
• Conduct onboarding sessions, orientations, and product demonstrations.
• Assist customers with account setup, documentation requirements, and system access.
• Respond to customer inquiries via email, ticketing system or other communication channels
• Identify and resolve onboarding-related issues and elevate complex concerns when necessary.
• Monitor onboarding progress and ensure customers complete all required steps.
• Maintain accurate customer records and update internal systems with onboarding activities.
• Collaborate with Internal teams to improve the customer experience.
• Educate customers on company products, services, policies, and best practices.
• Gather customer feedback and recommend process improvements.
• Ensure compliance with company standards, policies, and data privacy requirements.
• Respond to email inquiries and requests through Customer Success Team Mailbox
• Process and assign incoming requests from Customers from the Customer Success Team & Tour Request Mailboxes, Global Service Now and SFDC
• Accomplish Special Projects from Customer Success Managers
• Draft Recognition emails and thank you email