**Job Title:** Customer Success Specialist - Work from Home
**Company:** Advance
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 2
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### Job Description:
At Advance, we are dedicated to providing exceptional customer experiences and ensuring our clientele maximizes the value of our services. We are seeking a motivated and reliable **Customer Success Specialist** to join our dynamic team. In this role, you will work from the comfort of your home in Cebu, reporting directly to the Customer Success Team Lead. Your primary responsibility will be to foster strong relationships with our customers, ensuring their success and satisfaction while using our product offerings.
### Responsibilities:
- **Customer Onboarding:** Guide new clients through our onboarding process, ensuring they understand how to effectively use our products and services to achieve their goals.
- **Relationship Management:** Build and maintain strong, long-lasting customer relationships by engaging with clients to understand their needs and challenges, acting as their primary point of contact.
- **Performance Tracking:** Regularly monitor customer usage data and metrics to identify opportunities for improvement and growth, proactively reaching out to customers with insights.
- **Problem Resolution:** Address customer inquiries and issues in a timely manner, utilizing problem-solving skills to ensure swift and effective resolutions.
- **Feedback Collection:** Gather feedback from customers regarding their experiences and suggestions for improvement. Collaborate with internal teams to implement customer-driven enhancements.
- **Training and Support:** Provide ongoing training and support to customers, demonstrating the use of our products and ensuring they are informed of new features and updates.
- **Customer Advocacy:** Act as a voice for the customer within the organization, advocating for their needs and influencing product development based on customer feedback.
- **Negotiation and Renewals:** Assist in the negotiation of contract renewals, working collaboratively with customers to align their needs with our service offerings, ensuring continued satisfaction and loyalty.
- **Reporting and Documentation:** Maintain accurate records of customer interactions and feedback using CRM tools, reporting on individual and team performance metrics as required.
### Requirements:
- **Education:** Bachelor's degree or equivalent in a relevant field is preferred.
- **Experience:** Minimum of 2 years of experience in a customer success, customer support, or similar role, preferably within a tech or SaaS industry.
- **Skills:**
- Strong negotiation skills with the ability to engage and persuade clients.
- Excellent people management skills, facilitating positive interactions and relationships with diverse customer profiles.
- **Personality Traits:**
- Reliable and dependable, with a strong sense of commitment to customer satisfaction.
- Energetic and enthusiastic, contributing positively to team morale and customer experiences.
- **Technical Proficiency:** Comfortable using CRM tools, customer support software, and general office applications. Prior experience with digital communication platforms is a plus.
- **Communication Skills:** Strong verbal and written communication skills in English are essential for clear interactions with customers.
### Benefits:
- **Joining Bonus:** Enjoy a competitive joining bonus as a welcome to our Advance family.
- **Disability Insurance:** We prioritize the well-being and security of our employees with comprehensive disability insurance coverage.
- **Gym Membership:** Promote your physical health with a subsidized gym membership.
### Working Environment:
At Advance, we prioritize employee well-being through health and wellness initiatives. We believe that our team's success is driven by happy and healthy employees. Join us in a supportive and flexible work environment that embraces work-life balance and personal growth.
### Application Process:
If you meet the qualifications and are excited about joining our team, please submit your application by **October 4, 2024**.
### Equal Opportunity Statement:
Advance is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
