Remote Customer Success Associate – Finance

MicroSourcing; Manila; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Healthcare on day one

Performance bonuses

Paid time off with cash conversion

Group life insurance

Competitive rewards

Job summary

MicroSourcing seeks a Customer Success (Service) Associate for a remote role based from Mall of Asia Complex, Pasay City. The position supports customers via phone and email, and works within a team to resolve issues while maintaining service quality.

Responsibilities include knowledge, support and operations, escalation handling across Risk, Compliance and Finance, and becoming the go-to expert for product usage and support knowledge.

Qualifications

• Financial industry experience is required.
• Passionate about customer experience and problem solving.
• Ability to work autonomously yet collaboratively.
• Able to balance speed, perfection, functionality, cost and customer experience.

Responsibilities

• Knowledge, Support and Operations: Supporting out-of-hours, day to day engagement with customer base via phone and email.
• Escalations between operational functions such as the Risk and Compliance teams, and Finance Operations.
• Internal support to other Customer Success Team members to help resolve issues quickly for customers.
• Becoming the subject matter expert and establishing the function's centre of excellence for product usage and support knowledge.
• Hardware fulfilment handling and supply chain support.
• Ship hand over to enable seamless support of customers.
• Escalation of urgent / priority cases on shore during out-of-hours operations.
• Continuous Improvement: Product and service defect escalations to Engineering.
• Product improvement advice and feature request feedback across: Functionality, CX / UX, Public Web and Funnel leakage identification.
• Continuous improvement of support operating model design and implementation from systems, data, process to people.

Skills

Financial industry experience

Customer experience

Problem solving

Autonomy

Collaborative

Balance speed and quality

Job description

MicroSourcing seeks a Customer Success (Service) Associate for a remote role based from Mall of Asia Complex, Pasay City. The position supports customers via phone and email, and works within a team to resolve issues while maintaining service quality.

Responsibilities include knowledge, support and operations, escalation handling across Risk, Compliance and Finance, and becoming the go-to expert for product usage and support knowledge.