Customer Success Agent

IBM

Philippines

On-site

PHP 320,000 - 460,000

Full time

Just now

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Job summary

IBM Consulting in the Philippines seeks a Customer Success Agent to engage telecommunications customers, maximize satisfaction, and reduce churn. You will collaborate with sales, service, billing, and support teams to resolve issues and drive retention and revenue growth.

Requires a Bachelor's degree and 2+ years in customer success or related fields, plus strong communication and CRM proficiency. Onsite role in Quezon City with IBM Business Services.

Qualifications

Bachelor's degree required.
2+ years of experience in customer success, customer care, retention, account management, or telecommunications services.
Strong communication, negotiation, problem-solving, and customer service skills.
Experience using CRM platforms and Microsoft Office applications.

Responsibilities

Proactively engage telecommunications customers to maximize satisfaction, loyalty, and retention.
Build and maintain strong customer relationships; educate customers on products and services.
Investigate service, billing, and technical concerns; coordinate with internal teams; manage escalations.
Identify upsell/cross-sell opportunities and support renewals to protect recurring revenue.
Track customer health metrics and document interactions in CRM systems.

Skills

Communication skills

Customer service

CRM software

Microsoft Office

Education

Bachelor's degree

Tools

CRM platforms

Microsoft Office

Job description

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

The Telco Customer Success Agent is responsible for proactively engaging with telecommunications customers to maximize satisfaction, increase loyalty, and reduce customer churn. This role serves as a trusted advisor by addressing service concerns, resolving issues, identifying retention opportunities, and ensuring customers receive maximum value from their products and services. The agent collaborates with sales, service, billing, technical support, and operations teams to deliver exceptional customer experiences that drive long-term retention and revenue growth.

Key Responsibilities

Customer Retention & Churn Prevention: Proactively engage high-risk customers, execute retention strategies, analyze customer behavior, conduct outreach campaigns, and present tailored solutions to prevent cancellations.
Customer Relationship Management: Build strong customer relationships, serve as a customer advocate, conduct account reviews, and educate customers on products and services.
Issue Resolution & Escalation Management: Investigate service, billing, and technical concerns; coordinate with internal teams; manage escalations; and ensure timely resolution.
Revenue Protection & Growth: Support renewals, identify upsell and cross-sell opportunities, and protect recurring revenue by minimizing customer attrition.
Performance Monitoring & Reporting: Track customer health, churn indicators, NPS, CSAT, and document customer interactions in CRM systems.

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

High school diploma required; Associate or Bachelor degree preferred.
2+ years of experience in customer success, customer care, retention, account management, or telecommunications services.
Strong communication, negotiation, problem-solving, and customer service skills.
Experience using CRM platforms and Microsoft Office applications.

Preferred technical and professional experience

Telecommunications industry experience.
Knowledge of customer lifecycle management and churn reduction strategies.
Experience supporting wireless, broadband, fiber, cable, or enterprise telecom services.

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title

Customer Success Agent

Job ID

128273

City / Township / Village

QUEZON CITY

State / Province

National Capital Region (Manila)

Country

Philippines