Client Services Associate

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 280,000 - 360,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Customer Support Associate to assist internal and external stakeholders by email, phone, or other channels.

You will liaise with support teams to resolve requests and ensure accurate transactional processing, while delivering friendly and professional service. The role emphasizes listening, understanding customer needs, and up-selling appropriate products and services.

Qualifications

• Strong English language skills and clear communication.
• Active listening and probing to understand needs.
• Ability to comprehend and explain solutions clearly.

Responsibilities

• Respond to email inquiries and requests through the Customer Success Team Mailbox.
• Process and assign incoming requests from Customers from the Customer Success Team & Tour Request Mailboxes, ServiceNow and SFDC.
• Accomplish Special Projects from Customer Success Managers.
• Assign Qualtrics (detractor) cases to CSMs.
• Draft recognition emails and Thank you emails.

Skills

English proficiency

Active listening

Comprehension

Probing skills

Upselling

Multi-tasking

Education

Two-year college / vocational certificate

Job description

Overview

Overview:

Provide support to internal and external stakeholders as well as supporting customer requests, inquiries and/or questions through email, phone, or other channels as may be established from time to time.Liaise with other support teams (Internal/External) as required to resolve requests in a timely manner.Primary responsibilities are focused on handling requests and ensuring accurate transactional processing.

Reporting Lines & Competencies:

Knowledge of...

• Basics of business correspondence,
• Using various computer applications
• Computer Navigation
• Strong proficiency with MS Office, Outlook, and Windows troubleshooting and support

Skills

• Strong English language skills: ability to articulate clearly and to be understood
• Proficient in active listening skills
• Excellent comprehension skills
• Excellent probing skills
• Proficient at up-selling additional products and services
• Good Navigation and Multi-tasking skills

Ability to...

• Connect the customer's needs to a relevant solution
• Make recommendations according to customer's needs on features, accessories, upgrades, and rate plans
• Negotiate and properly handle objections with customers
• Relate to the customer and assess needs quickly
• Build effective and productive relationships with team members
• Meet performance metrics set by the account

Responsibilities

Roles and Responsibilitiesinclude, but is not limited to:

• 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, Service Now and SFDC
• Accomplish Special Projects from Customer Success Managers
• Assign Qualtrics(detractor) cases to CSMs
• Draft Recognition emails and Thank you emails

Qualifications

Qualifications:

• Completed at least 2 years in college or a 2 year Vocational or Certificate course in any field or in BPO/KPO or similar industry
• IT/Tech/Customer Service backgrounds are a plus.
• Multi-lingual(English plus one of the following: Japanese, Chinese, Korean) would be advantageous