Job Title:
Talent Connect - Sr. Specialist, Customer Success
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
Location:
PHL Makati City - Ayala North Exchange
Language Requirements:
Time Type:
Full time
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