Job Title: Client Success Coordinator
Note: OPEN TO PHILIPPINE RESIDENTS ONLY
Job Summary
The Client Success Coordinator is the primary point of contact between a company and its customers. The core responsibility is to provide excellent service and support by addressing inquiries, resolving issues, and processing requests efficiently and courteously.
Job Description
- Handle Inquiries: Respond to customer questions via email, chat, or social media regarding products, services, accounts, billing, and policies.
- Resolve Issues: Investigate and resolve customer complaints and problems, which may involve troubleshooting, escalating issues to appropriate departments, or offering solutions.
- Process Transactions: Assist customers with processing orders, returns, exchanges, cancellations, and updating account information.
- Maintain Records: Document all customer interactions, transactions, comments, and complaints accurately in a CRM (Customer Relationship Management) system.
- Product Knowledge: Maintain a high level of knowledge about the company’s products, services, and current promotions to provide accurate information.
- Feedback & Improvement: Collect and relay customer feedback to management and other departments (like Sales or Product Development) to help improve service and product quality.
- Meet Metrics: Strive to meet individual and team performance goals, such as average handling time, first-call resolution rate, and customer satisfaction scores.
Job Qualifications
- Experience: Previous experience in a customer-facing role, retail, hospitality, or a call center environment is often preferred.
- Technical Proficiency: Navigating multiple software applications simultaneously, and familiarity with CRM tools.
- Excellent English Communication (verbal & written) and Listening Skills.