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