Client Support | Cebu

SSD GPS Corporation; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

SSD GPS Corporation in Cebu City is seeking a Client Issue Resolution & Escalation Manager to oversee multi-channel support, guide the team on complex problems, validate information, and ensure SLAs are met.

You will lead onboarding, training, and enablement for Account Managers, collaborate with Sales on upselling opportunities, document interactions in CRM, monitor renewals, and visit clients as needed to strengthen partnerships.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Experience in customer and/or technical support.
• Ability to handle advanced technical issues and resolve conflict professionally.
• Excellent communication and interpersonal skills.
• Willingness to travel for client visits.
• Experience in sales or upselling is a plus.
• Comfortable engaging via email, live chat, phone, and social platforms.

Responsibilities

• Oversee handling of customer concerns across channels (group chat, calls, email, on-site).
• Provide guidance and support to the team in addressing complex issues.
• Validate information using internal platforms, escalate when necessary, and prepare incident reports.
• Ensure issues are resolved efficiently, accurately, and in line with SLAs.
• Lead onboarding, skills development, and refresher training sessions for AMs.
• Clearly communicate platform features, process updates, and best practices.
• Assess training effectiveness and recommend improvements.
• Collaborate with Sales to identify upselling opportunities during interactions.
• Maintain a client-focused approach to support revenue growth initiatives.
• Supervise accurate logging of interactions in CRM and reporting to management.
• Monitor accounts approaching renewal and coordinate renewal processing.
• Conduct regular client visits to strengthen partnerships and gather insights.

Skills

Customer support experience

Technical troubleshooting

Excellent communication

Interpersonal skills

Sales / upselling experience

Multi-channel communication

Willingness to travel

Education

Bachelor’s degree in Business Administration, Communications, or a related field

Job description

1.Client Issue Resolution & Escalation Management

• Oversee the handling of customer concerns across multiple channels (group chat, calls, email, on-site).

• Provide guidance and support to the team in addressing complex issues.

• Validate information using internal platforms, elevate when necessary, and prepare formal incident reports.

• Ensure issues are resolved efficiently, accurately, and in line with service level agreements (SLAs).

2.Training and Support Enablement

• Lead onboarding, skills development, and refresher training sessions for new and existing Account Managers.

• Clearly communicate platform features, process updates, and best practices to ensure AMs provide accurate and consistent support.

• Assess training effectiveness through feedback, performance trends, and knowledge checks; recommend improvements to address skill gaps and optimize service quality.

3.Sales and Service Support

• Collaborate with the Sales team to identify upselling or cross-selling opportunities during customer interactions.

• Provide recommendations to clients based on their operational needs and service usage.

• Maintain a client-focused approach to support revenue growth initiatives.

4.Documentation and Reporting

• Supervise accurate logging of all customer interactions, incidents, and resolutions within CRM or internal tracking systems.

• Review team reports for quality and compliance with documentation protocols.

• Provide summary reports and insights to management on recurring issues and customer feedback.

5.Account Monitoring and Retention

• Monitor accounts approaching renewal or expiration (within 90 days).

• Proactively initiate follow-ups with clients to facilitate renewal discussions or updates.

• Coordinate with relevant departments to ensure seamless renewal processing.

6.Client Relationship Management & Field Visits

• Conduct regular client visits to strengthen partnerships, address concerns, and gather insights.

• Serve as a liaison between the company and key accounts to ensure satisfaction and loyalty.

• Use on-site engagements to reinforce service excellence and demonstrate commitment to long-term client success.

7.Perform other related duties as assigned from time to time.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Communications, or a related field required.

• Experience in customer and/or technical support. Fresh graduates are welcome to apply.

• Ability to handle advanced technical issues and resolve conflict professionally

• Excellent communication and interpersonal skills.

• Demonstrates a strong commitment to ensuring client satisfaction.

• Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media

• Basic knowledge of AI tools for marketing, analytics, or automation.

• Able and willing to travel or conduct client visits (if field-related)

• Experience in sales or upselling is a plus