Customer Success Associate

Viventis Search Asia; Philippines; On-site; PHP 290,000 - 402,000; Full time

Job summary

Viventis Search Asia in the Philippines is seeking Associates for our Technical Support and Customer Success team. You will make proactive outbound calls to customers who started using our products, listen to their needs, guide them through next steps, and help them overcome friction so they can continue therapy with confidence.

The role emphasizes clear English communication, precise documentation in CRM, working within defined procedures, and collaboration with internal teams to protect

Qualifications

• 3 to 5 years of experience in outbound customer service or related roles.
• Experience supporting customers by phone in a structured service environment.
• Strong verbal and written English communication skills.
• Working experience with CRM, case management, ticketing, or knowledge base tools.

Responsibilities

• Make proactive outbound calls to customers after they have started using our products to provide post-market support.
• Listen for what the customer is actually saying and understand the issue behind the issue.
• Help customers work through friction, confusion, or dissatisfaction so they can continue using the product with confidence.
• Resolve questions within approved procedures and intake of complaints based on strict guidelines.
• Document every interaction in CRM and case tools so the next person picking up the customer has what they need.
• Own your follow ups and close the loop with the customer and internal teams.
• Recognize signals that a customer may be at risk of disengaging and act on them within scope of role.
• Share patterns you are hearing from customers with team leads, quality, training, and operations.
• Handle sensitive customer information with care and always follow privacy and compliance expectations.
• Meet productivity, quality, and accuracy expectations in a high-volume environment while maintaining the human in the conversation.

Skills

Outbound calling

CRM

Communication

Problem solving

De-escalation

Tools

CRM

Case management tools

Ticketing systems

Knowledge base tools

Job description

About the role

Our Technical Support and Customer Success team helps customers stay on therapy and stay supported after they start using our products. We reach out at the moments that matter. When a customer is learning, struggling, frustrated, or quietly drifting away. This Manila based team is built to listen, follow through, and make every customer feel seen. We are hiring associates who can pick up the phone, hear what is really going on, and help the customer take the next step with confidence. The work is human, operationally tight, and directly tied to customer experience and long-term retention.

Key responsibilities

• Make proactive outbound calls to customers after they have started using our products to provide post-market support

• Listen for what the customer is actually saying and what they are not saying, and understand the issue behind the issue

• Help customers work through friction, confusion, or dissatisfaction so they can continue using the product with confidence

• Resolve questions within approved procedures and intake of complaints based on strict guidelines

• Document every interaction in CRM and case tools so the next person picking up the customer has what they need

• Own your follow ups and close the loop with the customer and internal teams

• Recognize signals that a customer may be at risk of disengaging and act on them within scope of role

• Share patterns you are hearing from customers with team leads, quality, training, and operations

• Handle sensitive customer information with care and always follow privacy and compliance expectations

• Meet productivity, quality, and accuracy expectations in a high-volume environment while maintaining the human in the conversation

About you

• 3 to 5 years of experience in outbound customer service, customer support, customer success, customer research, inside sales support, or retention support

• Experience supporting customers by phone in a structured service environment

• Strong verbal and written English communication skills

• Working experience with CRM, case management, ticketing, or knowledge base tools

• Proven ability to manage follow ups and close the loop with customers and internal teams

• Strong listening, problem solving, and de-escalation skills

• Comfort working within defined procedures, quality standards, and operational metrics

• Ability to work scheduled shifts aligned to business and customer needs

• Must be able to communicate effectively in English, including conducting customer conversations clearly and professionally, documenting customer interactions accurately, reading and interpreting procedures and customer information, and communicating follow up needs to internal teams