**Job Title: Online Customer Success Officer**
**Company:** ZipMatch
**Location:** Pasig, NCR, Philippines
**Job Type:** Part-Time
**Seniority:** Entry Level
**Years of Experience:** 1
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**Company Overview:**
ZipMatch is a leading real estate technology company dedicated to simplifying property transactions. We pride ourselves on delivering exceptional customer service and innovative solutions to ensure our clients' success. As we expand our team, we are looking for a motivated and adaptable Online Customer Success Officer who is passionate about helping our customers achieve their goals.
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**Job Overview:**
As an Online Customer Success Officer, you will be the first point of contact for our clients and play a crucial role in managing customer relationships. Your primary focus will be on understanding customer needs, successfully onboarding new users, and ensuring they derive maximum value from our products and services. Your strategic planning and problem-solving skills will be vital in identifying opportunities for improvement and driving customer satisfaction.
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**Key Responsibilities:**
1. **Customer Onboarding:**
- Guide new customers through the onboarding process, ensuring seamless integration of our platform into their business workflow.
- Provide training sessions, tutorials, and resources tailored to individual customer needs.
2. **Customer Engagement:**
- Proactively check in with customers to monitor their satisfaction and identify potential issues.
- Develop relationships with customers to understand their goals and objectives, providing solutions to help them achieve these.
3. **Problem Solving & Support:**
- Respond promptly to customer inquiries, ensuring timely resolution of issues via chat, email, and video calls.
- Utilize problem-solving skills to troubleshoot customer challenges, escalate when necessary, and follow up until resolution.
4. **Strategic Planning:**
- Collaborate with clients to create strategic plans for their use of our platform, ensuring they leverage features effectively.
- Analyze customer feedback and usage data to identify opportunities for upselling, cross-selling, and improving customer experience.
5. **Reporting & Analysis:**
- Maintain detailed records of customer interactions and feedback, updating internal CRM systems as needed.
- Prepare reports on customer satisfaction metrics and suggest strategies for improvement.
6. **Team Collaboration:**
- Work closely with the sales, product development, and marketing teams to relay customer insights and drive improvements.
- Participate in team meetings to discuss trends, share insights, and contribute ideas for enhancing customer success.
7. **Continuous Learning:**
- Stay up-to-date with ZipMatch's products and services, as well as industry trends and best practices, to provide informed support to customers.
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**Requirements:**
- **Education:**
Bachelor's degree in Business, Communications, or a related field is preferred.
- **Experience:**
Minimum of 1 year in a customer service, customer success, or related role, preferably in an online or technology-focused environment.
- **Personality Traits:**
- **Motivated:** A self-starter who seeks continuous improvement and success not only for themselves but for the customers as well.
- **Adaptable:** Flexible in approach and able to adjust to new challenges and dynamic working environments.
- **Soft Skills:**
- **Strategic Planning:** Ability to develop effective plans that align with customer needs and business objectives.
- **Problem-Solving:** Strong analytical and critical thinking skills to navigate customer challenges and propose effective solutions.
- **Technical Skills:**
- Familiarity with CRM software and customer support platforms.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
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**Benefits:**
- Travel opportunities for customer visits, training sessions, or industry conferences.
- Remote work flexibility to accommodate various schedules.
- Coverage of travel and spending expenses related to customer engagement activities.
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**Working Environment:**
At ZipMatch, we are committed to understanding and exceeding customer expectations. Our team thrives in a collaborative, remote setup that promotes flexibility and accountability. We value each team member's contribution to our shared goal of ensuring our customers are successful and satisfied.
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**Application Deadline:**
Please submit your application by **October 4, 2024**.
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**Equal Opportunity Statement:**
ZipMatch is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
