Job Description
We are seeking a dynamic and empathetic Senior Customer Success Representative to join our high-performing BPO team in Quezon City. In this role, you will be the primary point of contact for our global clients, ensuring their needs are met with precision and care. If you are looking for a career in a fast-paced, tech-enabled environment where your voice matters, we want to hear from you.
Why Join Us?
- Competitive salary and performance-based quarterly bonuses.
- Comprehensive health benefits and HMO coverage.
- Clean, modern office environment in the heart of Quezon City.
- Continuous training and clear career advancement pathways.
Are you ready to take your customer service career to the next level? Apply today to join our elite team.
Responsibilities
- Handle high-volume inbound and outbound customer inquiries via phone, email, and chat with a focus on first-call resolution.
- Resolve complex customer issues by leveraging technical knowledge and soft skills to maintain high satisfaction scores (CSAT > 95%).
- Identify upselling and cross-selling opportunities to contribute to revenue growth and account retention.
- Accurately document all customer interactions and account details in our CRM systems (Salesforce/Zendesk).
- Collaborate with the quality assurance team to maintain high service standards.
- Provide constructive feedback to the product and operations teams to help improve service delivery.
- Adhere to call scripts and compliance regulations at all times.
Qualifications
- Proven experience in a BPO or Customer Service role (minimum 1-2 years preferred).
- Fluent in English (Verbal and Written) with a neutral accent.
- Proficiency in Microsoft Office Suite and CRM software (Salesforce, Zendesk, or similar).
- Strong problem-solving abilities and critical thinking skills.
- Ability to work in a fast-paced environment with tight deadlines.
- Must be willing to work on shifting schedules, including weekends and holidays.
- Bachelor’s degree in any field is preferred but not strictly required.