Client Services Associate

ibex; Mandaluyong; On-site; PHP 279,000 - 469,000; Full time

Job summary

ibex in Manila seeks a customer support professional to handle written and phone inquiries, ensuring accurate transactional processing and timely resolution by coordinating with internal teams. You will relay requests via the Customer Success channels and contribute to ongoing customer satisfaction.

The role emphasizes clear communication, active listening, and the ability to identify up-sell opportunities while collaborating with teammates to meet performance metrics.

Qualifications

• Strong English language skills and the ability to articulate clearly.
• Active listening and excellent comprehension to understand customer needs.
• Probing skills to gather information and resolve requests.
• Proficient at up-selling additional products and services.
• Multi-lingual ability (English plus one of Japanese, Chinese, or Korean) would be advantageous.

Responsibilities

• Respond to email inquiries and requests through the Customer Success Team Mailbox.
• Process and assign incoming requests from Customers via various mailboxes and systems.
• Accomplish special projects from Customer Success Managers.
• Assign Qualtrics (detractor) cases to CSMs.
• Draft recognition and thank-you emails.

Skills

English skills

Active listening

Probing skills

Comprehension

Upselling

Multi-tasking

Education

2 years college or vocational/certificate

Job description

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…

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 customersRelate 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 Responsibilities include, 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

• 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