Customer Success Support - Sales

Petsure Services Inc.; Philippines; Hybrid; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Day 1 HMO

Group life Insurance

Performance-Based Incentives

13th & 14th Month Bonus

Transportation and Meal Allowance

Medicine & Optical Reimbursement Allow

HMO with FREE dependent

30 Annual Leaves

Job summary

PetSure Services Incorporated (PSI), a Philippine-based outsourcing partner for a global pet insurance brand, seeks a Customer Success Support professional to manage pre-sales and post-sales activities, onboarding, and ongoing customer care.

You will engage with prospective and existing customers, provide product guidance, address inquiries, and drive retention and expansion opportunities across channels including email, chat, and phone.

Qualifications

• Minimum 2–3 years in sales, customer service, customer success, or insurance support.
• Experience handling multiple channels (phone, email, chat, social media).
• Experience in quality-controlled or KPI-driven environments.
• Knowledge of insurance concepts (policies, renewals, billing) is a plus.
• Willingness to work in hybrid on-site setup and Malaysia time shifts.

Responsibilities

• Serve as primary contact for customers throughout their journey.
• Provide product and service guidance, demos, and recommendations.
• Handle inquiries and resolve issues across channels (email, chat, phone).
• Support onboarding, renewals, and account updates.
• Collaborate with Sales, Operations, and Product teams to improve the customer experience.

Skills

Customer service

Sales support

CRM and ticketing

Communication skills

Product knowledge

Tools

CRM software

Job description

PetSure Services Incorporated (PSI) is a Philippine-based outsourcing solutions provider focused exclusively on the global pet insurance and pet care industry. PSI delivers dedicated customer care, claims administration, sales support, and retention services to world- leading pet insurance brands.

Our client is one of the most trusted pet insurance brand in Malayasia—known for fast, reliable coverage, and exceptional member experience.

The Customer Success Support (Pre-Sales, and Post-Sales) role plays a critical part in delivering exceptional customer experiences throughout the entire customer lifecycle. As a key member of the team, you will be responsible for engaging with prospective and existing customers, providing product and service guidance, addressing inquiries, resolving issues, and ensuring customers achieve maximum value from our solutions. This role supports both pre-sales activities, including needs assessment and solution consultation, and post-sales functions such as onboarding, customer support, account management, and retention. By fostering strong customer relationships and delivering timely, effective assistance, you will contribute to customer satisfaction, loyalty, and long-term business growth.

Key Accountabilities

1. Customer Success & Relationship Management

• Serve as the primary point of contact for prospective and existing customers throughout their journey.

• Build and maintain strong customer relationships by providing proactive, responsive, and personalized support.

• Ensure customers achieve maximum value from products and services through ongoing engagement and guidance.

• Monitor customer satisfaction and identify opportunities to enhance the overall customer experience.

2. Pre-Sales Support & Customer Consultation

• Engage with prospective customers to understand their needs, requirements, and business objectives.

• Provide product and service information, demonstrations, and recommendations to help customers make informed decisions.

• Assist in preparing proposals, quotations, and solution presentations.

• Address pre-sales inquiries and collaborate with internal teams to ensure customer requirements are met.

3. Customer Support & Issue Resolution

• Provide prompt, accurate, and professional support via email, chat, phone, and other communication channels.

• Manage customer inquiries, concerns, and service requests, ensuring timely resolution and follow-up.

• Troubleshoot issues and coordinate with relevant teams to resolve customer concerns effectively.

• Maintain detailed and accurate records of customer interactions and support activities.

4. Post-Sales Onboarding & Account Support

• Support customers during onboarding and implementation to ensure a smooth transition and successful adoption of products or services.

• Educate customers on product features, processes, policies, and best practices.

• Assist with account updates, service modifications, renewals, and administrative requests.

• Conduct regular follow-ups to ensure customer expectations are met and identify opportunities for improvement.

5. Customer Retention & Growth

• Proactively engage customers to promote long-term satisfaction, loyalty, and retention.

• Identify customers at risk of disengagement and implement appropriate retention strategies.

• Support renewal activities and provide guidance on service enhancements, upgrades, and additional solutions when appropriate.

• Collaborate with sales and operational teams to identify opportunities for account growth and customer success.

6. Cross-Functional Collaboration & Continuous Improvement

• Work closely with Sales, Operations, Product, Finance, and other internal teams to deliver a seamless customer experience.

• Escalate customer feedback and identify trends that may impact customer satisfaction or business performance.

• Contribute to process improvements, knowledge sharing, and service excellence initiatives.

• Ensure compliance with company policies, procedures, and service standards while maintaining a customer-centric approach.

Qualifications:

• Minimum 2 to 3 years of experience in sales, customer service, customer success, insurance support, or customer-facing roles.

• Experience handling phone, email, chat, social media, and other customer communication channels.

• Experience in a quality-controlled or KPI-driven environment.

• Claims support, claims validation, retention, renewal, or insurance experience is an advantage.

• Proven ability to build customer relationships, manage inquiries, and drive positive customer outcomes.

• Customer service and customer experience best practices.

• Sales and consultative engagement techniques.

• Insurance policy, coverage, eligibility, claims, renewals, and billing concepts (or ability to learn quickly).

• Basic computer applications and CRM/customer management systems.

• Documentation, process compliance, and quality standards.

• Must be willing to do hybrid work arrangement/ onsite training

• Dayshift schedule - 9:00 AM to 6:00 PM (Malaysia time)

• Can start ASAP

Benefits:

• Day 1 HMO

• Group life Insurance

• Performance-Based Incentives

• 13th & 14th Month Bonus

• Transportation and Meal Allowance

• Medicine & Optical Reimbursement Allowance

• HMO with FREE dependent

• 30 Annual Leaves

• and many more!!

Must be willing to work in Giga Bridgetowne, E. Rodriguez Jr. Ave. Quezon City

*Job offer will commensurate based on the candidate's qualifications, work experience and result of the assessment