Client Services Associate

Ibex Limited; Manila, Hinoba-an; On-site; PHP 240,000 - 360,000; Full time

Job summary

Ibex Limited in Manila is seeking a customer success associate to provide support to internal and external stakeholders via email, phone, and other channels; handle requests and ensure accurate transactional processing. You'll liaise with other support teams, manage inboxes, and support projects from Customer Success Managers; strong English, active listening, and multitasking are essential.

This role values 2-year college or certificate, IT/Tech/CS background a plus, and multilingual abilities

Qualifications

• Completed at least 2 years in college or a 2-year certificate/vocational course.
• IT/Tech/Customer Service backgrounds are a plus.
• Multilingual in English plus one of Japanese, Chinese, or Korean is advantageous.

Responsibilities

• 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

Skills

Strong English language skills

Active listening

Excellent comprehension

Excellent probing skills

Up-selling

Navigation & multitasking

Education

2 years college / 2-year vocational or certificate

Tools

MS Office

Outlook

Windows troubleshooting

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