Client Support Specialist
West Corporation
Makati City, Philippines, Philippines
13d ago

Basic Function

  • Responsible for maintaining client relationships by facilitating a smooth transition from sales to customer service while ensuring adherence to department policies and procedures;
  • act as a single point of contact for clients on all non-sales / pricing activities; establish an excellent working relationship with assigned client(s), continuously striving to improve the level of overall service provided;
  • participate in the activities related to problem resolution; establish and maintain a professional relationship with team members and department contacts.

    Major Job Accountabilities

    Customer Support Function- Assist Sales Representatives by continuously improving the level ofoverall service provided

  • Respond to customer concerns / issues withsense of urgency
  • Effectively handling client inquiriesregarding their account and our products
  • Assist clients on all non-sales / pricingactivities and all impacting issues which includes maintaining successfulrelationships and exploring opportunities for revenue growth
  • Communicate and document client’s specialneeds and specifications to appropriate internal departments ensuringspecifications are accurately upheld and fulfilled in timely manner
  • Coordinate client notifications (e.g.,outages, planned maintenance, emergency maintenance, product upgrades orchanges or new product launches) with the appropriate teams
  • Serve as a client advocate ensuringquality and delivery of service ensuring all client or internal issues arefollowed through to resolution in a timely manner
  • Contact clients to inquire about thesuccess of the call and log any trouble tickets
  • Escalate to Sales Representatives and / orSupervisor any situation outside the employee's control that could adverselyimpact the service provided to the client
  • Assist the marketing team to send emailnotifications and sales campaigns
  • Research and update customer contactdetails in appropriate database system ensuring accuracy of information
  • RelatedDuties as Assigned- The job description documentsthe general nature and level of work but is not intended to be a comprehensivelist of all activities, duties, and responsibilities required of jobincumbents.

    Consequently, job incumbents may be asked to perform other dutiesas required. Also note, that reasonable accommodations may be made to enableindividuals with disabilities to perform the functions outlined above.

    Pleasecontact your local Employee Relations representative to request a review of anysuch accommodations.

    KNOWLEDGE, SKILLS, AND ABILITIES

    Incumbents will be expected to master thefollowing knowledge, skills, and abilities to successfully perform this job.

    Knowledge

  • Departmental policies and procedures
  • Intermediate knowledge of conferencing operationsprinciples and practices
  • Principles and practices of high-end customerservice
  • Skills andAbilities

  • Excellent organizational skills
  • Excellent time management skills
  • Problem resolution skills with the ability toidentify alternative solutions
  • Deal tactfully and courteously with clients
  • Ability to interact with all levels within anoperation
  • Excellent verbal and written communication skills
  • Manage multiple, concurrent tasks
  • Work independently in absence of immediatesupervisor
  • Maintain appropriate documentation and records
  • Effectively represent company values and goals
  • Ability to adapt to frequent changes in procedures
  • Ability to work in a fast paced, high volumeenvironment
  • Ability to develop and maintain strongrelationships and teamwork with co-workers
  • MINIMUM QUALIFICATIONS

    Applicants for this job will be expected tomeet the following minimum qualifications.

    Education

  • High School Diploma orGED required. Bachelor's Degree from an accredited college or universitypreferred
  • Experience

  • Minimum 3 yearscustomer facing, client services, or account management experience requiredpreferably in a business-to-business environment
  • Minimum 1 yearexperience supporting conferencing products is preferred
  • Other

  • Basic knowledge of MS Wordand Excel required
  • Flexibility is requiredto meet customer requirements.PublicHoliday working is required.
  • Basic knowledge ofSalesforce.com is preferred
  • Client Services

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