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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