Supplier Success Professional | WFO | CEB

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

Job Description

SUMMARY

The Supplier Success Professional will assist in developing and maintaining a world-class prequalification system for contractors, suppliers and vendors but being the first point of contact for all customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide professional support to all customers
• Ability to research, clarify and resolve every issue providing solutions and or/alternatives for the desired outcome with focus on customer experience
• Interact directly with customers through telephone, email and chat
• Prioritize and resolve customer needs
• Accurately verify details on regulatory documents
• Record details of interactions in Service Cloud (SFDC)
• Provide necessary outbound follow-up, both via phone and email
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Escalate customer complaints and seek reach out options to provide additional assistance
• Share feature requests and effective workarounds with team members
• Educate customers about new features and functionalities
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Communicate and coordinate with internal departments
• Work as a team and be a positive addition to client’s culture
• Performs other duties as assigned
• May be required to attend training, meetings, or seminars
• Contribute and report towards the team KPIS and objectives
• Assist in training junior Customer Support Representatives

Qualifications and Requirements

• Experience as a Customer Support Specialist or similar CS role
• Excellent communication skill - both written and orally
• Ability to Active listen and think 2 steps ahead
• Working PC knowledge, windows preferred and related applications (IT industry is an advantage)
• An affinity for learning online software systems
• Interpersonal skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Adaptability
• Self-Motivated
• Stress/Patience tolerance
• Ability to learn and apply new information or skills

Perks and Benefits

• HMO coverage
• Free Meal, Coffee or Chocolate drinks, Beer & Chips