Senior Customer Service Representative

ECAM, the leader in interactive surveillance is looking for an enthusiastic Customer Success Specialist. Someone who is enthusiastic about the customer experience, has a passion for people and thrives on building strong lasting relationships.

You will be the voice of ECAM, customer advocate and owner of the customer-vendor relationship providing results driven actions for: customer satisfaction, value, brand loyalty, customer retention, and growth.

• Build and maintain strong, lasting customer relationship via phone, video and email and provide a consistent customer experience to all assigned locations
• Identify and connect with key customer stakeholders in various positions within each assigned location
• Ability to identify and resolve problems in a timely manner; gather and analyze information skillfully
• Mitigate customer issues and monitoring incidents within assigned parameters with a high level of customer satisfaction and communicate with escalation points when needed
• Prioritize and manage several open issues at a time while working with cross departmental resources
• Consider the financial impact, operational impact and the customer experience impact of decisions and actions both on internal and external customers
• Maintain an understanding of company products and technology platforms to better support customers and resources in the field
• Develop and identify an understanding of customer use and product value at each location and across book of accounts
• Drive and complete assigned proactive calling and outreach campaigns designed to reinforce the customer experience and perceived value of our products and services
• Identify and execute on upsell opportunities and leverage outside sales team as needed to increase product penetration at locations
• Provide system training to customers and onboard customers remotely
• Maintain system data integrity across multiple customer platforms
• Understand and navigate customer hierarchy and decision process
• Diagnose, research, identify and troubleshoot some basic technical for customer generated requests
• Work within various video management systems
• Provide prompt follow up to customers and ensure their satisfaction
• Ability to participate in a weekend and holiday coverage rotation and be on call to meet customer requirements
• This position does not require regular travel, but occasionally might have to attend company meetings or functions

Customer Excellence

• Maintain high standard of service.

Integrity

• Be honest and respectful in all dealings.

Accountability

• Accuracy and proper grammar
• Reliability
• Individual ownership of tasks

Teamwork

• Communicates effectively in ways that enhance productivity and builds respectful relationships with local and North American colleagues and counterparts.
• Demonstrates active listening, written and verbal skills.
• Shares all relevant information as needed.

Continuous Improvement

• Take initiative to learn new tasks.
• Bring forward recommendations for improvement

Ad-Hoc Work (As Required)

• Perform other duties as assigned from time to time including, but not limited to, the monitoring of client sites

Why join ECAM?

At ECAM, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.

Pay: Php28,000.00 - Php30,000.00 per month

Benefits:

• Company events
• Health insurance
• Opportunities for promotion
• Paid training

Work Location: In person