Specialist, Customer Success

Concentrix Philippines; Makati; Remote; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Work from home

Job summary

Concentrix Philippines seeks a customer service professional to manage a high volume of customer contacts via phone and email daily. You will verify information, conduct health checks, and build product knowledge to address objections, capturing feedback for continuous improvement.

You will collaborate with teams to promote a positive customer experience while striving to meet personal and team sales targets, including working remotely if needed.

Qualifications

• 2+ years of experience in customer service.
• Proven success in achieving personal and team sales quotas.
• 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 with Salesforce.com or similar CRM.
• Experience or willingness to work from home.

Responsibilities

• 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

Skills

Customer service

Sales quota achievement

High-volume calling

Problem solving

MS Office

Communication

Willingness to work from home

Tools

Salesforce.com

Job description

• 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