Talent Connect - Sr. Specialist, Customer Success

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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