August 99, Inc
August 99, Inc

Client Success Manager | Retention  

August 99, Inc

 
  • Pasig, Philippines
    Ortigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, Philippines
    Pasig
    Metro Manila
    Philippines
    Philippines
    TELECOMMUTE
  • Full timeFULL_TIME

Posted 2 months ago and deadline of application is on 3 Feb

Recruiter was hiring 11 hours ago

2022-11-30T23:24:16.125529+00:002023-02-03T16:00:00+00:00

Job Description

Client Success Managers are key members of the Agent Image Division who manage our VIP clients, clients who want to cancel, and clients who have escalated beyond department heads/team leads.

They build and preserve trusting relationships with our customers, find ways to outperform our competition and maintain our company’s positive image.

They are excellent communicators, work closely with our sales/marketing teams, and build strong rapport with customers. They are strategic thinkers with an analytical mind and strong problem-solving skills.

They maintain strong relationships with our company’s clients to boost our brand and profits in the long-run.

Client Success Managers report directly to the CSM Team Lead.

Responsibilities

  • Implement customer care policies with a professional group of Web Consultants, Web Producers and Project Managers.
  • Submit documentation necessary to work with our credit card providers and prevent chargeback disputes.
  • Handle top tier client issues/refunds and turn them into happy clients.
  • Manage clients with tact and diplomacy.
  • Handle VIP clients and escalated cases. Work with international clientele, primarily in the U.S.
  • Clearly communicate with clients so that service expectations are properly set.
  • Proactively focus on long-term client relationship building and retention.
  • Liaise with production and management departments, and utilize other resources as necessary to resolve issues and deliver exceptional client service.
  • Primary point person for all refund and cancel requests.
  • Manage Better Business Bureau (BBB) account and complaint responses.
  • Collaborate with accounting department regarding credit card charge back disputes.
  • Train all team employees and Department Managers on new policies related to refunds and cancellation requests; act as a resource for team members.
  • Track and report record entries of client issues in SalesForce to make sure they are accurate.
  • As needed, act as the Primary point person for escalated projects and difficult clientele.
  • Provide appropriate research and problem resolution support on clients handled.
  • Responsible for enforcing client agreements.
  • Review service level agreements, contracts, and client communications ensuring client expectations are consistently exceeded.
  • Provides Monthly Refund Total reports.
  • Works within project solution guidelines:
  • Special projects related to sales and Customer Service
  • Provide client services included in monthly maintenance payments and internet marketing programs
  • Make website corrections, fix broken links, make minor HTML changes which are included in our hosting payments.
  • Answer incoming customer support calls and manage customer expectations
  • Act as a consultant and resource for clients
  • Communicate with the client regarding the progress of their request for changes/corrections
  • Provide the client with feedback and comments regarding their website design and Internet marketing programs
  • Inform the client about additional services that may enhance their website.
  • Pursue related sales opportunities
  • Communicate observations to appropriate decision makers on the executive and management teams
  • Knowledge of WordPress a plus
  • Coaching when patterns are noticed for escalations coming from a particular employee.

Minimum Qualifications

Requirements

  • Background in customer support with at least 3 years experience servicing customers in the U.S. / North America.
  • Excellent written and oral communication skills with at least a neutral North American accent, including the ability to explain and present technical information.
  • Ability to handle multiple tasks simultaneously, prioritize workload efficiently and meet strict deadlines.
  • Great analytical and innovative problem solving skills.
  • Can work on shifting schedules and/or over time.
  • Salesforce experience is a plus.
  • Experience with website content management and any internet related products, such as web hosting, email hosting, email configuration and DNS host management is a strong plus.
  • Familiar with Real Estate terminologies and general information is a plus.
  • Willing to work at Night, from Monday to Friday; 12:00am to 9:00am.

Key Competencies

  • Good Communication Skills
  • Proactive
  • Team Player
  • Resourceful
  • Detail Oriented
  • Adaptive
  • Good comprehension and analytical skills
  • Can work with minimal supervision
  • Customer service driven.

Perks and Benefits

  • Work from HomeWork from Home
  • Single Parent LeaveSingle Parent Leave
  • Medical / Health InsuranceMedical / Health Insurance
  • Paid Sick LeavePaid Sick Leave
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
Ortigas Center, Pasig, Metro Manila, Philippines
Industry
Information Services
Vacancy
1 opening
Website
https://www.august99.com

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About August 99, Inc

August 99 is a company of startups with 20 years experience and expertise in the world of tech and digital. We help other businesses succeed through the use of cutting-edge technology and innovative strategy. We also offer a suite of web-based digital products for clients world-wide: full web design, internet marketing, content creation, and app development. Going beyond startups, we also believe in empowering individuals to excel in their chosen careers. August 99 fosters an exciting collaborative working environment that encourages our employees to go beyond their job descriptions and achieve more. It’s all a part of our core values: daring you to do something worthy, finding your awesome, and earning your beef! Benefits: Medical and Miscellaneous Allowance, Dental , Sports and Wellness Program, Work from Home, Life Insurance and Paid Special Non-working Days

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