Client Success & Solutions 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

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.