Client Service Specialist - Associate (Philippines)

PCI Energy Solutions; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

PCI Energy Solutions in the Philippines is seeking a Client Service Specialist - Associate to deliver exceptional customer service, resolve client inquiries, and provide product information. You will act as the liaison between clients and the company, manage client accounts, track interactions, and identify opportunities to improve the client experience.

Responsibilities include administering hosted PCI applications, providing basic software support, triaging inquiries, and maintaining CRM

Qualifications

• AWS Cloud Practitioner and AWS Associate Solutions Architect certifications.
• Desire to learn and excel in a customer focused role.
• Proven experience in a client-facing role, preferably in customer service or client services.

Responsibilities

• Administer PCI application suite for customers using hosted cloud-based solution.
• Provide basic software support to customers using PCI software.
• Monitor and triage calls and support tickets from clients.
• Serve as the primary point of contact for client inquiries and requests.
• Provide expert guidance on company products and services.
• Resolve client issues promptly and escalate complex cases when needed.
• Build and maintain relationships with clients to foster loyalty.
• Coordinate with internal departments to ensure timely resolution of requests.
• Identify opportunities to improve processes and client experience.
• Maintain records of client interactions in the CRM system.
• Collaborate with sales and marketing to support client retention and expansion.

Skills

AWS Cloud Practitioner

AWS Associate Solutions Architect

Customer service

Communication skills

Problem solving

Time management

Education

Technical degree/training preferred

Job description

PCI Energy Solutionsformally Power Costs Inc.is the premier provider of software, superior customer support, and value-added services for energy companies worldwide. For almost 30-years, PCI has set the standard for developing customer-focused, customer-driven software to meet the constantly evolving needs of ISO/RTO market participants and bilateral traders. More than 50% of all the power generated in North America is optimized using the PCI Platform. 70% of Fortune 500 Utilities in the U.S. utilize PCI software solutions.

Client Service Specialist - Associate (Philippines)

A Client Service Specialist is responsible for delivering exceptional customer service by addressing client inquiries, resolving issues, and providing product or service information. They act as a liaison between clients and the company, ensuring that client needs are understood and met effectively. Additionally, they may assist in managing client accounts, tracking client interactions, and identifying opportunities to enhance the overall client experience.

Responsibilities:

• Administer PCI application suite for customers using our hosted (cloud based) solution.
• Provide basic software support services to customers (internal and external) using PCI software.
• Monitor, triage and route telephone calls and support tickets from PCI's clients requesting technical software support.
• Serve as the primary point of contact for client inquiries, concerns, and requests.
• Provide expert guidance on company products or services and address client questions effectively.
• Resolve client issues promptly and escape complex issues to the appropriate internal teams when necessary.
• Build and maintain strong relationships with clients to foster loyalty and satisfaction.
• Coordinate with internal departments to ensure timely resolution of client requests and follow-up on client interactions.
• Proactively identify opportunities to improve processes and enhance the client experience.
• Maintain accurate records of client interactions and feedback in the CRM system.
• Collaborate with the sales and marketing teams to support client retention and expansion efforts.
• Stay up-to-date on industry trends and best practices in client services to continuously improve performance.

Skills and Qualifications:

• 0-3 years of experience.
• AWS Cloud Practitioner and AWS Associate Solutions Architect certifications.
• Desire to learn and excel in a customer focused role.
• Passionate about technology and software.
• Technical degree/training preferred but not required.
• Proven experience in a client-facing role, preferably in customer service or client services.
• Excellent communication skills, both verbal and written, with the ability to articulate complex information clearly and concisely.
• Strong interpersonal skills and the ability to build rapport with clients and internal teams.
• Demonstrated problem-solving abilities and a proactive approach to addressing client needs.
• Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.
• A positive attitude, resilience, and a commitment to delivering exceptional service.
• Flexibility to adapt to changing priorities and business requirements.
• Experience in the industry or knowledge of the company's products/services is a plus.

EO Statement

PCI is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. PCI is also committed to compliance with all fair employment practices regarding citizenship and immigration status

Company Website: https://www.pcienergysolutions.com/