Discover your 100% YOU with MicroSourcing!
Position: Customer Success Specialist/Cyberscape Beta, Ortigas, Pasig
Location: Cyberscape Beta, Ortigas, Pasig
Work Setup & Shift: Shifting | Onsite
Why join MicroSourcing
Youu0027ll have:- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role:
The Customer Success Specialist is dedicated to ensuring customer satisfaction and success by leveraging advanced communication skills to facilitate customer advocacy, onboarding, engagement reviews, and support. This role involves building and maintaining strong relationships with customers by understanding their goals, challenges, and requirements. The specialist will deliver comprehensive onboarding processes, including training for new customers, and administer engagement reviews to identify and re-engage disengaged customers.
CUSTOMER ONBOARDING/ENGAGEMENT REVIEW
- Constantly track and report on key performance indicators (KPIs) related to customer success, such as product adoption, customer satisfaction, and retention rates.
- Review usage metrics for software platforms, reach out to clients where usage is low to seek feedback on the platform and opportunities to re-engage.
CUSTOMER ADVOCACY/LIAISON
- Build and maintain strong relationships with customers by understanding their goals, challenges, and requirements.
- Provide feedback to product design teams so that products can be tailored to customer needs.
- Regularly check in with customers to ensure their ongoing satisfaction and success, and to identify any potential issues before they escalate.
- Formulate solutions based on customersu0027 pain points and understand their total business experience.
- Strong, trust-based relationships with customers are established and maintained, resulting in increased customer loyalty and retention.
- Valuable customer insights: Gathering and analysing customer feedback provides valuable insights that can inform product development and improve the overall customer experience.
ng objectivity to the situation.
What You Need:Non-negotiables
- 3+ years of experience in customer support team, focused on advanced triage and solving customer issues.
- Proficiency in documentation of technical processes with strong attention to detail and presentation
- Experience in providing Geological Information Systems (GIS), SaaS product and technical support.
- Customer focused with excellent written and verbal communication skills.
- Excellent interpersonal skills and ability to work autonomously under pressure. With the abilities to work with
sales, service and technical/development teams. - Positive customer support attitude and a strong work ethic.
- Professional and engaging customer-facing skills
About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our companyu0027s strength lies in our peopleu0027s diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan - itu0027s our commitment. Our way of life. Here, we donu0027t just accept your unique authentic self - we celebrate it, valuing every individualu0027s contribution to our collective success and growth.
Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
.Terms & conditions apply
