Head of After Sales and Customer Success Posted 9 days ago and deadline of application is on 30 Oct
Recruiter was hiring a day ago
Job DescriptionTake on a leadership role by formulating and executing strategic plans in line with company objectivesSet and ensure the reach of relevant team KPIs to help maintain excellent performanceDevelop and execute data-driven strategies for high-quality after sales supportProvide 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 morePrioritize both speed and quality of responses while aiming for effective resolutionsHandle phone calls when necessary to ensure comprehensive client supportAct as a liaison between clients and our internal teams, effectively conveying client needsCollaborate with cross-functional teams to address and resolve client concernsContinuously improve template messages for efficiency and consistencyHelp create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service optionsUtilize client feedback to suggest improvements to our products and servicesUpdate trackers to maintain accurate records of client interactions, resolutions, as well as KPIsDisseminate product updates and important information in client group chatsAssist in onboarding potential new accounts referred by existing clients or related contactsIdentify upselling opportunities and contribute to customer expansion effortsMinimum Qualifications2-3 years of leadership experience in business, communications, customer support, or a related fieldExperience in strong written and verbal communication skillsComfortable using live chat platforms and phone calls to engage with clientsDetail-oriented with a commitment to providing top-notch client experiencesAbility to manage multiple client interactions simultaneouslyProblem-solving skills and the ability to address client concerns effectivelyProficient in using technology tools and softwareEnthusiasm for working in a dynamic and fast-paced startup environmentHigh degree of patience, empathy, and warmthAdaptable and able to learn systems and processes quicklyInitiative-driven with a sincere passion for helping MSMEsNote: Salary is negotiable. Perks and Benefits Work from Home Medical / Health Insurance Performance Bonus Paid Bereavement/Family Leave Paid Holidays Maternity & Paternity Leave Medical, Prescription, Dental, or Vision Plans Feel secure when applying: look for the verified icon and always do your research on a company. Avoid and report situations when employers require payment or work without compensation as part of their application process.
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!
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