Job Description
Are you a high-performer looking to elevate your career in the BPO industry? Zenith Global Solutions is seeking a dynamic Customer Success Associate to join our elite Tier 2 support team in Makati. In this role, you won't just be answering calls; you will be the face of premium technical support for a global portfolio of tech-driven clients.
We provide a modern workspace, industry-leading health benefits, and a performance-driven culture that rewards innovation and excellence. If you are passionate about problem-solving and delivering a world-class customer experience, we want to hear from you.
Responsibilities
- Manage complex customer inquiries and technical escalations via phone, email, and live chat.
- Diagnose and troubleshoot hardware and software issues with a high first-call resolution rate.
- Maintain detailed records of customer interactions within the CRM system (Salesforce/Zendesk).
- Collaborate with the Tier 3 engineering team to identify and report systemic product bugs.
- Advocate for customer needs by providing feedback to the product development team.
- Mentor junior associates on best practices and specialized product knowledge.
- Consistently meet and exceed KPIs including CSAT, AHT, and Quality Assurance scores.
Qualifications
- At least 2 years of experience in a premium BPO or technical support environment.
- Excellent verbal and written English communication skills with a neutral accent.
- Proven track record of managing difficult customer situations with empathy and professionalism.
- Strong analytical and troubleshooting skills with high attention to detail.
- Completed at least 2 years of college education; Bachelor's degree preferred.
- Proficiency in CRM tools such as Salesforce, Zendesk, or Oracle Service Cloud.
- Willingness to work on a shifting schedule including nights, weekends, and holidays.
- Technical certifications (e.g., CompTIA A+, ITIL) are a significant advantage.