Head of Customer Success
UTAK POS
- Quezon City, PhilippinesLaunchGarage, Quezon City, Eastwood, Metro Manila, Philippines, Quezon City, Metro Manila, PhilippinesQuezon CityMetro ManilaPhilippinesPhilippinesTELECOMMUTE
- ₱40,000.00 - ₱60,000.00 / monthPHP400006000040000MONTH
- Full timeFULL_TIME
Posted 25 days ago and deadline of application is on 30 Dec
Recruiter was hiring 3 hours ago
2023-11-16T13:45:22.506589+00:002023-12-30T16:00:00+00:00Job Description
- Take on a leadership role by formulating and executing strategic plans in line with company objectives
- Set and ensure the reach of relevant team KPIs to help maintain excellent performance
- Develop and execute data-driven strategies for high-quality after sales support
- Provide live chat support and troubleshooting to clients in group chats, SMS, emails, etc.
- Address inquiries, concerns, and tech issues related to the POS system, hardware, and more
- Prioritize both speed and quality of responses while aiming for effective resolutions
- Handle phone calls when necessary to ensure comprehensive client support
- Act as a liaison between clients and our internal teams, effectively conveying client needs
- Collaborate with cross-functional teams to address and resolve client concerns
- Continuously improve template messages for efficiency and consistency
- Help create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options
- Utilize client feedback to suggest improvements to our products and services
- Update trackers to maintain accurate records of client interactions, resolutions, as well as KPIs
- Disseminate product updates and important information in client group chats
- Assist in onboarding potential new accounts referred by existing clients or related contacts
- Identify upselling opportunities and contribute to customer expansion efforts
Minimum Qualifications
- 2-3 years of leadership experience in business, communications, customer support, or a related field
- Experience in strong written and verbal communication skills
- Comfortable using live chat platforms and phone calls to engage with clients
- Detail-oriented with a commitment to providing top-notch client experiences
- Ability to manage multiple client interactions simultaneously
- Problem-solving skills and the ability to address client concerns effectively
- Proficient in using technology tools and software
- Enthusiasm for working in a dynamic and fast-paced startup environment
- High degree of patience, empathy, and warmth
- Adaptable and able to learn systems and processes quickly
- Initiative-driven with a sincere passion for helping MSMEs
Perks and Benefits
Work from Home
Single Parent Leave
Medical / Health Insurance
Paid Sick Leave
Performance Bonus
Paid Bereavement/Family Leave
Paid Holidays
Paid Vacation Leave
Maternity & Paternity Leave
Medical, Prescription, Dental, or Vision Plans
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- LaunchGarage, Quezon City, Eastwood, Metro Manila, Philippines
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About UTAK POS
UTAK POS (www.utak.ph) is one of Asia's leading Cloud POS + Inventory Management Fintech Start-ups, helping business owners manage their real-time sales, inventory, employee attendance, and much more, and all you need is a tablet and subscription! We even provide a FREE e-commerce platform, so they can take your business online and get your own website to start accepting orders and payments!
We're also an award-winning, proudly Filipino Fintech Start-up built from scratch in Manila to support MSMEs (Micro, Small, and Medium Enterprises) with affordable technology solutions like cloud-based POS (point of- ale) inventory, time attendance, and e-commerce software on an iPad/Tablet or phone. Our social mission and advocacy is to help local businesses grow, so they can create more jobs, which reduces poverty and supports the local economy.
We serve thousands of clients across the Philippines in industries as diverse as cafes, restaurants, food kiosks, franchises, milk tea stores, retail, services, pharmacies, spas, groceries, and sari-sari stores.
Our work culture is friendly, fun, entrepreneurial, and humble. We believe in continually training, rewarding, encouraging, and supporting every member of our team to realize their full potential and become the best version of themselves. If that sounds like a company you would be interested in working at, do come and join us!