Technical Onboarding Associate (Global Data Center) | Shaw Onsite | Night shift

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 391,000 - 614,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. in Mandaluyong is seeking a Customer Care Onboarding Associate (Technical/Data Center) to guide new and existing clients through onboarding, product orientation, training, and issue resolution.

This on-site, night-shift role serves as the primary contact during setup, ensuring a smooth transition and excellent customer experience. You will collaborate with internal teams, maintain accurate records, and communicate clearly across channels.

Qualifications

• Guide customers through onboarding from enrollment to adoption.
• Conduct onboarding sessions and product demonstrations.
• Respond to customer inquiries via email or ticketing system.

Responsibilities

• Guide new customers through the onboarding process.
• Conduct onboarding sessions and product demonstrations.
• Assist customers with account setup and system access.
• Respond to customer inquiries via email, ticketing system or other communication channels.
• Identify and resolve onboarding-related issues and escalate complex concerns when necessary.
• Monitor onboarding progress and ensure customers complete all required steps.
• Maintain accurate customer records and update internal systems with onboarding activities.
• Educate customers on company products, services, policies, and best practices.
• Gather customer feedback and recommend process improvements.
• Ensure compliance with company standards, policies, and data privacy requirements.

Skills

Customer service

Onboarding

Account setup

Communication

Tools

Ticketing system

Salesforce SFDC

Job description

This is Work On Site in IBEX Shaw, Mandaluyong and on a Night Shift.

The Customer Care Onboarding Associate (Technical/Data Center) is responsible for ensuring a smooth and positive onboarding experience for new/existing Data Center clients. This role serves as the primary point of contact during the onboarding process, guiding customers through account setup, product orientation, training, and issue resolution while delivering exceptional customer service.

Key Responsibilities

• Guide new customers through the onboarding process from enrollment to successful product or service adoption.
• Conduct onboarding sessions, orientations, and product demonstrations.
• Assist customers with account setup, documentation requirements, and system access.
• Respond to customer inquiries via email, ticketing system or other communication channels
• Identify and resolve onboarding-related issues and escalat complex concerns when necessary.
• Monitor onboarding progress and ensure customers complete all required steps.
• Maintain accurate customer records and update internal systems with onboarding activities.
• Collaborate with Internal teams to improve the customer experience.
• Educate customers on company products, services, policies, and best practices.
• Gather customer feedback and recommend process improvements.
• Ensure compliance with company standards, policies, and data privacy requirements.
• Respond to email inquiries and requests through Customer Success Team Mailbox
• Process and assign incoming requests from Customers from the Customer Success Team & Tour Request Mailboxes, Global Service Now and SFDC
• Accomplish Special Projects from Customer Success Managers
• Draft Recognition emails and thank you email