Customer Success Officer: Drive Retention & Delight

Private Advertiser; Philippines; Remote; PHP 279,000 - 502,000; Full time

Job summary

Fiber home is seeking a Customer Success Officer to join our customer-facing team in a full-time capacity. Based in Bonifacio Global City, Taguig City, Metro Manila, this role is central to our mission of delivering exceptional customer experiences and building long-term relationships with our clients.

As a Customer Success Officer, you will be the critical link between Fiber home and our customers, ensuring their satisfaction and contributing to their success with our services.

Qualifications

• Excellent communication skills to explain concepts clearly.
• Preferably 1–2 years in a customer-facing role.
• Knowledge of telecommunications, internet services or similar industries is advantageous.

Responsibilities

• Provide outstanding customer support through multiple communication channels including phone, email, live chat and social media
• Address customer inquiries, concerns and complaints promptly and professionally, ensuring first-contact resolution wherever possible
• Document all customer interactions accurately in our customer relationship management system
• Identify customer needs and recommend appropriate Fiber home products and services to enhance their experience
• Build and maintain positive relationships with customers to promote loyalty and encourage repeat business
• Follow company policies, procedures and scripts whilst maintaining a customer-centric approach
• Meet or exceed performance targets including response times, resolution rates and customer satisfaction scores
• Escalate complex issues to appropriate departments or senior staff members when necessary
• Provide feedback to management regarding common customer issues and suggestions for service improvement
• Participate in training sessions to stay updated on products, services and best practices

Skills

Strong communication skills

Excellent listening

Problem-solving abilities

CRM software proficiency

Proficiency with computer systems

Multitasking ability

Empathy and patience

Attention to detail

Flexibility

Team player

Job description

Fiber home is seeking a Customer Success Officer to join our customer-facing team in a full-time capacity. Based in Bonifacio Global City, Taguig City, Metro Manila, this role is central to our mission of delivering exceptional customer experiences and building long-term relationships with our clients.

As a Customer Success Officer, you will be the critical link between Fiber home and our customers, ensuring their satisfaction and contributing to their success with our services.