Senior Customer Care Representative

ECAM; Iloilo City; On-site; PHP 400,000 - 640,000; Full time

Benefits offered by this job

Day 1 HMO for you and dependents

Annual salary increase

Additional leave credits

Job summary

ECAM in Iloilo City, Philippines, is seeking a Senior Customer Service Representative (Customer Success Specialist) to drive customer relationships across locations. You will be the voice of ECAM, delivering proactive support and advocating for customers.

You will manage complex issues, identify upsell opportunities, train customers remotely, and collaborate with cross-functional teams to ensure satisfaction and growth.

Qualifications

• Bachelor’s degree preferred.
• 5+ years’ experience in Customer Success or Account Management.
• Ability to connect with people quickly and build lasting relationships.
• Demonstrates critical thinking and anticipation of future needs.
• Strong issues mitigation and problem-solving skills.
• Customer advocate with a positive, proactive attitude.
• Ability to interact with a broad customer base from executives to managers.
• Ownership mindset and ability to work independently.

Responsibilities

• Build and maintain strong customer relationships via phone, video, and email.
• Identify key customer stakeholders across locations.
• Identify and resolve problems in a timely manner with analysis.
• Mitigate issues and monitor incidents with high customer satisfaction.
• Prioritize multiple open issues with cross-department coordination.
• Understand product/value across locations and accounts.
• Drive proactive outreach to reinforce customer experience and value.
• Identify upsell opportunities and coordinate with outside sales as needed.
• Provide system training to customers and onboard remotely.
• Maintain data integrity across customer platforms.
• Navigate customer hierarchy and decision processes.
• Diagnose and troubleshoot basic technical requests.
• Work with various video management systems.
• Provide prompt follow-up to ensure satisfaction.
• Participate in weekend/holiday on-call rotation.

Skills

Customer relationship

Account management

Problem solving

Communication

Critical thinking

Independence

Education

Bachelor’s degree preferred

Tools

CRM software

Job description

ECAM is looking for talented individuals like you! Be the next Senior Customer Service Representative (Customer Success Specialist).

ECAM, the leader in interactive surveillance is looking for an enthusiastic Senior Customer Service Representative (Customer Success Specialist). Someone who is enthusiastic about the customer experience, has a passion for people and thrives on building strong lasting relationships.You will be the voice of ECAM, customer advocate and owner of the customer-vendor relationship providing results driven actions for: customer satisfaction, value, brand loyalty, customer retention, and growth.

Duties & Responsibilities:

• Build and maintain strong, lasting customer relationship via phone, video and email and provide a consistent customer experience to all assigned locations
• Identify and connect with key customer stakeholders in various positions within each assigned location
• Ability to identify and resolve problems in a timely manner; gather and analyze information skillfully
• Mitigate customer issues and monitoring incidents within assigned parameters with a high level of customer satisfaction and communicate with escalation points when needed
• Prioritize and manage several open issues at a time while working with cross departmental resources
• Consider the financial impact, operational impact and the customer experience impact of decisions and actions both on internal and external customers
• Maintain an understanding of company products and technology platforms to better support customers and resources in the field
• Develop and identify an understanding of customer use and product value at each location and across book of accounts
• Drive and complete assigned proactive calling and outreach campaigns designed to reinforce the customer experience and perceived value of our products and services
• Identify and execute on upsell opportunities and leverage outside sales team as needed to increase product penetration at locations
• Provide system training to customers and onboard customers remotely
• Maintain system data integrity across multiple customer platforms
• Understand and navigate customer hierarchy and decision process
• Diagnose, research, identify and troubleshoot some basic technical for customer generated requests
• Work within various video management systems
• Provide prompt follow up to customers and ensure their satisfaction
• Ability to participate in a weekend and holiday coverage rotation and be on call to meet customer requirement.

Qualifications

• Bachelor’s degree preferred
• 5+ years’ experience working in a Customer Success or Account Management capacity
• Ability to connect with people quickly and build strong lasting relationships
• Demonstrates critical thinking skills with the ability to anticipate future needs
• Strong issues mitigation skills, problem solving skills and a “tough skin”
• Customer advocate with a customer centric mindset and a positive “can do” attitude
• Strong presence and the ability to interact with a broad customer base ranging from C-suite executives to yard managers
• Strong sense of ownership and a proactive approach
• Ability to adapt and work in a fast-paced environment
• Open to and accepting of change. Ability to adapt and lead through ambiguity
• Strong technical acumen
• Proven ability to work independently with out supervision

Why join ECAM?

At ECAM, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.

Job summary

Build stronger connections, deliver proactive solutions, and help customers grow.

• Day 1 HMO for you and two (2) of your dependents.
• Annual and Performance Based Salary Increase
• Additional Leave Credits