Specialist, Customer Success

cnx; Makati; Remote; PHP 420,000 - 660,000; Full time

Job summary

cnx is seeking a Specialist, Customer Success to manage a high volume of customer contacts by phone and email. You will verify information, perform health checks, and develop product knowledge to address objections.

You will document feedback and measurements, capture the voice of the customer, and collaborate with teams to ensure a positive experience. The role requires prior customer service and CRM experience, a track record of meeting sales quotas, and comfort with remote work.

Qualifications

• 2+ years in customer service.
• Proven track record meeting personal and team sales quotas.
• Experience making high-volume calls.
• Ability to learn new technology and data.
• Process-oriented with ability to follow scripts.
• Strong problem-solving skills.
• Proficient in MS Office.
• Experience with Salesforce.com or similar CRM.
• Willing to work from home.

Responsibilities

• Manage high volume of customer contacts and communications by phone and email daily.
• Verify contact information using search and productivity tools.
• Conduct health checks to gauge product satisfaction and value.
• Develop product knowledge to address customer objections.
• Document feedback and metrics via surveys, calls, and emails.
• Capture customer expectations, experiences, and satisfaction.
• Initiate steps through channels to resolve concerns hindering satisfaction.
• Collaborate with teams to promote positive customer experience.

Skills

Customer service experience

Sales quota achievement

High-volume calling

Learning new technology

Process orientation

Problem solving

MS Office proficiency

CRM (Salesforce) experience

Willing to work from home

Tools

Salesforce

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

Language Requirements:

Time Type:

Full time