Customer Success Executive
Posted 24 days ago
You'll complete your application on igloo's career site.
About the Role
This organization focuses on revolutionizing home and shared asset management for property owners through smart access technology. By offering durable, intelligent hardware like smart locks that support offline access and personalized PINs, the firm aims to enhance security and ease of use. As a Customer Success Executive, you will be instrumental in upholding these quality standards for an expanding client base. You will contribute to a supportive team culture dedicated to building lasting client partnerships and ensuring a smooth, dependable user experience with their sophisticated product range.
Requirements
- You should hold at least two years of college education.
- You must have a minimum of two years of customer service experience, covering phone, chat, and support tickets.
- You are required to have at least one year of recent experience working in a contact center or BPO setting.
- You need to be proficient with CRM or helpdesk software like Salesforce, Freshdesk, or Zendesk.
- You must reside in Cebu, Philippines.
- You must be prepared to work full-time rotating shifts, including night hours and public holidays.
- You should be technically savvy and have strong English communication skills.
- You must have experience utilizing AI and automation technologies.
- Preference is given to candidates with previous experience assisting with IoT, smart home, or hardware technologies.
- You must demonstrate the ability to function autonomously, show strong empathy, and exhibit exceptional multi-tasking and time-management capabilities.
Responsibilities
- You will handle incoming and outgoing inquiries via phone, email, and live chat.
- You will examine, rank, and settle client concerns, grievances, and technical problems according to specified service level targets.
- You will conduct primary technical troubleshooting and forward intricate matters to relevant departments with comprehensive documentation.
- You will cultivate and sustain solid, long-term bonds with B2B clients, forecast their requirements, and take initiative to boost loyalty and contentment.
- You will record every customer engagement precisely within the CRM system.
- You will handle account-related tasks while adhering strictly to data protection regulations.
- You will track common product patterns to recommend enhancements for self-service help resources and standard reply scripts.
Benefits & Perks
- This is a remote, work-from-home role that mandates a quiet, private work area and reliable, high-speed internet access.
- You may need to travel occasionally to attend company events, training workshops, or other professional activities.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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