Client Account Specialist (Philippine-based)

First Advantage; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

In dieser Rolle als Client Account Specialist bei einem innovativen Unternehmen haben Sie die Möglichkeit, wertvolle Beziehungen mit kleinen Geschäftskunden aufzubauen und zu pflegen. Ihre Hauptaufgabe besteht darin, Kunden durch den Übergang von der Verkaufs- zur Unterstützungsphase zu begleiten und sicherzustellen, dass ihre Bedürfnisse erfüllt werden. Sie werden in einem dynamischen Umfeld arbeiten, in dem Ihre Kommunikations- und Problemlösungsfähigkeiten entscheidend sind. Diese Position bietet Ihnen die Chance, aktiv zur Kundenzufriedenheit beizutragen und die Geschäftsziele durch effektives Beziehungsmanagement zu unterstützen.

Qualifications

• Mindestens 2 Jahre Erfahrung im Kundenservice oder Fallmanagement.
• Vertrautheit mit CRM-Systemen, insbesondere Salesforce.

Responsibilities

• Verwalten von Kundenanfragen innerhalb von Salesforce und Sicherstellen der SLA-Konformität.
• Aufbau von Beziehungen zu wichtigen Entscheidungsträgern zur Unterstützung der Geschäftsziele.

Skills

Kundenservice

Salesforce

Kommunikationsfähigkeiten

Problemlösungsfähigkeiten

Analytische Fähigkeiten

Teamarbeit

MS Office

Education

Erfahrung im Callcenter oder verwandten Bereichen

Tools

Salesforce

MS Office

Job description

The Client Account Specialist (CAS) liaises with First Advantage's Small Business accounts and internal departments such as Sales, Operations, Service, Product, and Billing. This individual establishes and maintains effective customer relationships, gaining trust and respect, and ensuring customer satisfaction remains a competitive advantage for First Advantage.

The CAS helps transition customers from sales and implementation into the support phase. They foster relationships with customers supported by the team, providing timely value propositions to help customers grow and achieve goals while strengthening their relationship with the business.

RESPONSIBILITIES:

1. Timely Case Management & Inquiry Resolution: Complete all case management inquiries within Salesforce, adhering to service levels, and handle customer interactions efficiently.
2. Salesforce Account Monitoring & Maintenance: Monitor, update, and close Salesforce records to support seamless case management.
3. Proactive Customer Communication: Provide timely follow-up, keeping customers informed with clear, professional, and empathetic communication.
4. Report Delivery & SLA Compliance: Ensure timely report delivery and update case information within Salesforce for accurate reporting.
5. Collaboration with Sales Team: Work with sales on leads to contribute to revenue growth and foster strong relationships.
6. Account Retention Management: Maintain retention targets through relationship development with key decision-makers.
7. Customer Feedback & Product Improvement: Gather customer feedback for product and service enhancements.
8. Relationship Development: Develop multi-level relationships with stakeholders to support business objectives.
9. Product Expansion Proposals: Suggest additional products/services for account growth.
10. Leadership Collaboration on Product Enhancements: Partner with leadership on product gaps and improvements.
11. Additional Duties as Assigned: Support team objectives with flexibility.

REQUIRED SKILLS & QUALIFICATIONS:

• Must be an active employee of First Advantage Philippines.
• Minimum 2 years call center or related experience preferred.
• Familiarity with CRM systems, especially Salesforce, is preferred.
• Proven experience in customer service or case management roles.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Excellent problem-solving skills and attention to detail.
• Experience in sales support or account management is a plus.
• Ability to build and maintain stakeholder relationships.
• Strong analytical skills for assessing customer needs.
• Teamwork and adaptability skills.
• Proficiency in MS Office, especially PowerPoint, Outlook, Word, Excel.
• For remote positions: dedicated workspace, high-speed internet (minimum 120 Mbps download, 10 Mbps upload), and camera use during training and meetings.
• Ability to use standard office equipment.

United States Equal Opportunity Employment:

We value diversity and are committed to equal employment opportunity regardless of race, color, ethnicity, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, genetic information, or any other protected status.