Client Support | Cebu

1.Client Issue Resolution & Escalation Management

• Oversee the handling of customer concerns across multiple channels (group chat, calls, email, on-site).
• Provide guidance and support to the team in addressing complex issues.
• Validate information using internal platforms, escalate when necessary, and prepare formal incident reports.
• Ensure issues are resolved efficiently, accurately, and in line with service level agreements (SLAs).

2.Training and Support Enablement

• Lead onboarding, skills development, and refresher training sessions for new and existing Account Managers.
• Clearly communicate platform features, process updates, and best practices to ensure AMs provide accurate and consistent support.
• Assess training effectiveness through feedback, performance trends, and knowledge checks; recommend improvements to address skill gaps and optimize service quality.

3.Sales and Service Support

• Collaborate with the Sales team to identify upselling or cross-selling opportunities during customer interactions.
• Provide recommendations to clients based on their operational needs and service usage.
• Maintain a client-focused approach to support revenue growth initiatives.

4.Documentation and Reporting

• Supervise accurate logging of all customer interactions, incidents, and resolutions within CRM or internal tracking systems.
• Review team reports for quality and compliance with documentation protocols.
• Provide summary reports and insights to management on recurring issues and customer feedback.

5.Account Monitoring and Retention

• Monitor accounts approaching renewal or expiration (within 90 days).
• Proactively initiate follow-ups with clients to facilitate renewal discussions or updates.
• Coordinate with relevant departments to ensure seamless renewal processing.

6.Client Relationship Management & Field Visits

• Conduct regular client visits to strengthen partnerships, address concerns, and gather insights.
• Serve as a liaison between the company and key accounts to ensure satisfaction and loyalty.
• Use on-site engagements to reinforce service excellence and demonstrate commitment to long-term client success.

7.Perform other related duties as assigned from time to time.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Communications, or a related field required.
• Experience in customer and/or technical support. Fresh graduates are welcome to apply.
• Ability to handle advanced technical issues and resolve conflict professionally
• Excellent communication and interpersonal skills.
• Demonstrates a strong commitment to ensuring client satisfaction.
• Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media
• Basic knowledge of AI tools for marketing, analytics, or automation.
• Able and willing to travel or conduct client visits (if field-related)
• Experience in sales or upselling is a plus