Client Services Associate

ibex; Palestine (TX); On-site; USD 35,000 - 55,000; Full time

Job summary

ibex seeks a customer support specialist to assist internal and external stakeholders via email, phone, and other channels. You’ll resolve requests, perform accurate transactional processing, and liaise with other teams to ensure swift solutions.

The role emphasizes strong English communication, active listening, upselling opportunities, and the ability to multi-task while meeting performance metrics.

Qualifications

• Completed at least 2 years in college or a 2 year Vocational or Certificate course in any field or in BPO/KPO or similar industry
• IT/Tech/Customer Service backgrounds are a plus.
• Multi-lingual(English plus one of the following Japanese, Chinese, Korean) would be advantageous

Responsibilities

• 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, Service Now and SFDC
• Accomplish Special Projects from Customer Success Managers
• Assign Qualtrics(detractor) cases to CSMs
• Draft Recognition emails and Thank you emails

Skills

English fluency

Active listening

Probing questions

Upselling

Multi-tasking

Education

Two-year college

Tools

ServiceNow

SFDC/Salesforce

Qualtrics

MS Office/Outlook

Job description

Provide support to internal and external stakeholders as well as supporting customer requests, inquiries and/or questions through email, phone, or other channels as may be established from time to time.Liaise with other support teams (Internal/External) as required to resolve requests in a timely manner.Primary responsibilities are focused on handling requests and ensuring accurate transactional processing.

Knowledge of…

• Basics of business correspondence,
• Using various computer applications
• Computer Navigation
• Strong proficiency with MS Office, Outlook, and Windows troubleshooting and support

Skills

• Strong English language skills ability to articulate clearly and to be understood
• Proficient in active listening skills
• Excellent probing skills
• Proficient at up-selling additional products and services
• Good Navigation and Multi-tasking skills

Ability to…

• Connect the customer’s needs to a relevant solution
• Make recommendations according to customer's needs on features, accessories, upgrades, and rate plans
• Negotiate and properly handle objections with customers
• Relate to the customer and assess needs quickly
• Build effective and productive relationships with team members
• Meet performance metrics set by the account

Roles and Responsibilities

include, but is not limited to

• 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, Service Now and SFDC
• Accomplish Special Projects from Customer Success Managers
• Assign Qualtrics(detractor) cases to CSMs
• Draft Recognition emails and Thank you emails

Qualifications

• Completed at least 2 years in college or a 2 year Vocational or Certificate course in any field or in BPO/KPO or similar industry
• IT/Tech/Customer Service backgrounds are a plus.
• Multi-lingual(English plus one of the following Japanese, Chinese, Korean) would be advantageous