Talent Connect - Sr. Specialist, Customer Success

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

Benefits offered by this job

Health Insurance with Dental Coverage

Paid Time off

Life Insurance

Learning and Development Programs

Group Personal Accident Program

Employee Assistance Program

Rewards and recognition programs

Wellness Incentive Program

Learning and Development Programs

Job summary

A leading customer service provider is seeking individuals for a role that involves managing high volumes of customer contacts through phone and email. The ideal candidates should have experience in customer service, strong communication skills, and familiarity with CRM systems. The job offers various benefits, including health insurance and paid time off, and provides a virtual-first work environment with necessary equipment supplied.

Qualifications

• 4-5 years of experience in customer service preferred.
• Demonstrated aptitude to learn new technology.
• Excellent communication skills in fast-paced environment.
• Aptitude to learn new technology with proven success.
• Proficient in Microsoft Office programs.
• Follow instructions, scripts, and processes with independent judgement when needed.
• Advanced verbal and written communication skills.
• Experience with Salesforce.com or similar CRM.
• Ability to multi-task, prioritize, and manage time effectively.

Responsibilities

• Manage high volume of customer contacts through phone and email.
• Conduct health checks for product satisfaction.
• Document and track customer feedback effectively.
• Collaborate with teams to enhance customer experience.
• Document and track qualitative feedback and measurements through surveys, calls, and emails.
• Capture customers' product expectations and satisfaction as part of the Voice of the Customer.
• Initiate steps to address customer concerns and barriers to satisfaction or usage.
• Maintain high professionalism in all customer and prospect interactions.
• Collaborate with cross-functional teams and management to improve customer experience.
• Provide consultative support; may attend vendor/external events as needed.
• Mentor junior Customer Success staff when needed.
• Other duties as assigned.

Skills

Customer service experience

Advanced communication skills

Ability to multi-task

Experience with Salesforce.com

Knowledge of Microsoft Office

Adherence to scripts & processes

Verbal & written communication

CRM experience (Salesforce or similar)

Time management / multi-tasking

Tools

Salesforce.com

Job description

You Have

• 4-5 years of experience working in a customer service preferred
• Demonstrated ability to effectively communicate with customers in a fast-paced environment, with proven success
• Depth of prior experience with high volume calling
• Demonstrated aptitude to learn new technology is required, with proven success
• Excellent knowledge of Microsoft Office programs
• Demonstrated ability to follow instructions, follow call scripts, and adhere to defined processes, while using independent judgement when deviation from standard needed
• Advanced communication skills (verbal, written)
• Experience working with Salesforce.com or similar CRM required
• Demonstrated ability to multi-task, prioritize, and manage time effectively

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 attainment, using independent judgement
• Develop an advanced level of product knowledge to speak intelligently to customers and successfully address specific objections
• Clearly document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
• Successfully 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
• Ensure high level of professionalism during all interactions with customers and prospects
• Collaborate with cross functional teams and management to drive a superior customer experience
• Ability to provide consultative support May potentially attend vendor and/or external events, as needed
• May provide mentoring and guidance to more junior Customer Success staff
• Other duties, as assigned and necessary

Our Benefits/Perks

• Health Insurance with Dental Coverage for Employees
• Paid Time off
• Bereavement Leave
• Life Insurance
• Group Personal Accident Program
• Employee Assistance Program
• Rewards and recognition programs
• Wellness Incentive Program
• Learning and Development Programs

Virtual First

Concentrix is a Virtual First company, which means work outside of an office will be the primary experience for most employees for the foreseeable future. Equipment will be provided, but Internet connection and a space at home to work is required. While you have the ability to work from your home, we do require that you are in a commutable distance (NCR, Cavite, Rizal, Laguna and Bulacan), of the local office to ensure you can attend when/if required by the company. In addition, per PEZA regulations, we are mandated to keep track and record the movement of all company-owned work equipment, thus any movement of these work equipment are prohibited without any prior approval by the management team, including our PH Site Director