Supplier Success & Experience Specialist

Cloudstaff Philippines Inc.; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

HMO coverage

Free meals

Drinks and snacks

Job summary

Cloudstaff Philippines Inc. is seeking a Customer Support Specialist in Cebu City to be the first point of contact for customers, providing professional assistance via phone, email and chat and to resolve issues with a strong focus on customer experience.

You will verify regulatory details, log interactions in SFDC, educate customers about features, escalate when needed, and help train junior team members while contributing to team KPIs.

Qualifications

• Experience as a Customer Support Specialist or similar CS role.
• Excellent communication skill - both written and orally.
• Ability to actively listen and think two steps ahead.
• Proficiency with working on a PC and related applications (IT industry is an advantage).
• Affinity for learning online software systems.

Responsibilities

• Provide professional support to all customers.
• Research, clarify and resolve issues with solutions and alternatives improving customer experience.
• Interact with customers through telephone, email and chat.
• Prioritize and resolve customer needs.
• Verify details on regulatory documents.
• Record interactions in Service Cloud (SFDC).
• Provide outbound follow-up via phone and email.
• Analyze and report product malfunctions and test scenarios.
• Update internal databases with technical issue information and discussions.
• Escalate complaints and explore reach-out options for additional assistance.
• Share feature requests and workarounds with the team.
• Educate customers about new features and functionalities.
• Gather customer feedback for Product, Sales and Marketing teams.
• Coordinate with internal departments and work as a team.
• Attend training, meetings, or seminars as needed.
• Contribute to team KPIs and objectives.
• Assist in training junior Customer Support Representatives.

Skills

Customer service

Communication skills

Active listening

Interpersonal skills

Problem solving

Attention to detail

Adaptability

Self-motivation

Stress tolerance

Learning ability

Tools

Windows

Job description

Cloudstaff Philippines Inc. is seeking a Customer Support Specialist in Cebu City to be the first point of contact for customers, providing professional assistance via phone, email and chat and to resolve issues with a strong focus on customer experience.

You will verify regulatory details, log interactions in SFDC, educate customers about features, escalate when needed, and help train junior team members while contributing to team KPIs.