Specialist, Customer Success

Hammerjack Pty Ltd; Makati; On-site; PHP 420,000 - 600,000; Full time

Job summary

Hammerjack Pty Ltd in Makati City, Philippines is seeking a Specialist, Customer Success to manage a high volume flow of customer interactions via phone and email. You will verify information, conduct health checks, and build product knowledge to address objections.

The role requires a track record of meeting sales quotas, strong problem solving, and experience with Salesforce.com or similar CRM. A willingness to work from home is stated as part of the job requirements.

Qualifications

• 2+ years in customer service with focus on retention and satisfaction.
• Proven track record meeting personal and team sales quotas.
• Experience handling high-volume calling and multi-tasking.
• Able to learn and adapt to new technology and data.
• Strong process orientation and ability to follow scripts.
• Excellent problem solving and communication skills.
• Proficient in MS Office programs.
• Experience with Salesforce.com or similar CRM.
• Willing to work from home when required.

Responsibilities

• Manage high volume of customer contacts via phone and email daily.
• Verify contact information using search and productivity tools.
• Conduct regular health checks to gauge product satisfaction and value.
• Develop product knowledge to address objections accurately.
• Document feedback and metrics through surveys, calls and emails.
• Capture customer expectations and satisfaction signals (Voice of the Customer).
• Coordinate with teams to address concerns hindering satisfaction or usage.
• Collaborate with management to promote a positive customer experience.

Skills

Customer service

Sales targets

High-volume calling

MS Office

CRM experience

Problem solving

Work from home

Tools

Salesforce.com

Job description

Job Title: Specialist, Customer Success

Job Description

You Have:

• 2+ years of experience working in a customer service
• Prior success in achievement of personal and team sales quota/goals
• Experience in high-volume calling
• Experience learning new technology and data
• Process orientation and ability to follow call scripts
• Problem solving skills
• Excellent knowledge of MS Office programs
• Experience working with Salesforce.com or similar CRM
• Experience or willingness to work from home

You Will

• Manage high volume of customer contacts and communications through phone and email each day
• Use contact search and productivity tools to verify contact information is accurate
• Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion
• Develop a level of product knowledge to speak intelligently to customers and address specific objections
• Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
• Capture customers product expectations, experiences, satisfaction, and likelihood of abandonment, Voice of the Customer
• Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
• Work with teams and management to promote a positive customer experience

Location:

PHL Makati City - SLC

Time Type:

Full time