Customer Success Executive

Softlink Global; Abra; On-site; PHP 1,827,040 - 3,045,067; Full time

Job summary

Softlink Global is seeking a Customer Support Specialist in the Philippines to deliver outstanding service for their Logi-Sys ERP software. This role will involve troubleshooting technical issues, managing support tickets, and fostering strong client relationships. Ideal candidates will have a bachelor's degree and experience in customer support within software or logistics. Candidates should possess strong problem-solving skills and familiarity with SaaS environments. This is an opportunity to contribute significantly to client success and satisfaction.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Experience in customer support within IT software or logistics.
• Ability to troubleshoot and resolve technical issues.

Responsibilities

• Deliver exceptional customer service via phone, email, and chat.
• Manage and resolve customer tickets within turnaround times.
• Troubleshoot and ensure minimal disruption to client operations.
• Maintain records of customer interactions and support cases.
• Build strong client relationships and understand their needs.
• Engage with clients to provide updates on software use.

Skills

Customer support

Problem-solving

Technical proficiency

Logistics knowledge

SaaS environments

Education

Bachelor's degree in a relevant field or equivalent experience

Job description

At Softlink Global, Customer Success is driven by ownership, problem-solving, and long-term client partnerships.

Position Overview

We are looking for a customer-focused and technically adept Support Specialist to deliver exceptional service and ensure client success with our Logi-Sys ERP software in our LogiSUCCESS team. This role involves promptly resolving customer inquiries, troubleshooting technical issues, and building strong client relationships to enhance satisfaction and software utilization. The ideal candidate will monitor and manage support tickets, coordinate with internal teams for escalations, and act as a customer advocate to drive product improvements. Proficiency in SaaS environments, knowledge of logistics processes, and strong problem-solving skills are key to excelling in this position.

Key Responsibilities

• Deliver exceptional customer service by promptly addressing client inquiries, issues, and requests via phone, email, and live chat.
• Manage, track, and resolve customer tickets within established turnaround times (TAT) to ensure adherence to service levels.
• Troubleshoot and diagnose issues related to Logi-Sys ERP software, ensuring quick resolution and minimal disruption to the client's logistics operations.
• Maintain detailed records of customer interactions, support cases, and resolutions in the support ticketing system.
• Build and nurture strong relationships with clients by understanding their business needs and proactively offering solutions.
• Engage with clients regularly to ensure they are maximizing the value of our software and that their experience with Softlink meets their expectations.
• Act as a customer advocate within the organization, sharing feedback and insights with internal teams to drive product improvements and customer satisfaction.
• Provide clients with updates on system improvements, new features, and best practices to optimize their use of Logi-Sys ERP.
• Monitor and manage the progress of support tickets, ensuring timely follow-up and clear communication with clients on ticket status and resolution timelines.
• Escalate unresolved issues to the appropriate teams (technical or product) and coordinate with cross-functional teams to ensure swift and accurate resolution.

Who we're looking for

• Bachelor's degree in a relevant field or equivalent practical experience.
• Experience in customer support roles within the IT software or logistics industry preferred.
• Knowledge of logistics processes and operations, such as freight forwarding and accounting.
• Technical proficiency with software systems, ability to troubleshoot, resolve technical issues.
• Excellent problem-solving and analytical skills, with the ability to propose effective solutions.
• Familiarity with SaaS (Software as a Service) support environments.