Job Description
Are you ready to elevate your career with a global leader in business process outsourcing? At Vertex Solutions International, we don’t just provide support; we deliver exceptional experiences. We are looking for high-performing, articulate professionals to join our elite customer success team in the heart of Manila's premier business district.
As a Senior Customer Success Associate, you will serve as the primary point of contact for our international clientele, handling complex inquiries with precision and empathy. We offer a tech-forward environment where innovation meets human connection. If you thrive in high-stakes environments and possess a passion for world-class service, your future starts here.
Responsibilities
- Execute high-level inbound and outbound communication strategies to resolve complex client inquiries via phone, email, and chat.
- Utilize advanced CRM tools and internal databases to track customer interactions and maintain meticulous data integrity.
- Collaborate with cross-functional teams to identify pain points and implement process improvements for global accounts.
- Consistently achieve and exceed Key Performance Indicators (KPIs) related to Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).
- Provide peer-to-peer coaching and mentorship to junior associates to maintain high service standards across the floor.
- Manage escalated issues with a solution-oriented mindset, ensuring a seamless end-to-end customer journey.
Qualifications
- Minimum of 3 years of experience in a premium BPO or international call center environment.
- Exceptional command of the English language, both written and verbal, with a neutral accent.
- Proven track record of meeting or exceeding performance targets in a high-pressure setting.
- Advanced proficiency with modern CRM platforms such as Salesforce, Zendesk, or HubSpot.
- Strong analytical thinking skills and the ability to navigate complex software ecosystems.
- Flexibility to work shifting schedules, including graveyard shifts and holidays, to support global time zones.
- Bachelor’s degree in Communications, Business, or a related field is highly preferred.