Customer Success Representative Jobs Vacancy in Ecomengine Manila
Ecomengine Manila urgently required following position for Customer Success Representative. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.
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Customer Success Representative Jobs Vacancy in Ecomengine Manila Jobs Details:
eComEngine is a growing SaaS (software-as-a-service) company serving small to mid-sized internet retailers, with a major focus on sellers using the Amazon third-party marketplace. Our business model and processes are based on lean-agile principles. We seek to continuously improve our products based on ongoing customer and stakeholder input and prioritization of the highest-value activities.
As part of the Customer Success Team, the Customer Success Representative ensures the health, growth and retention of eComEngine customers. This role is pivotal in providing excellent customer service and driving customer success. This person will be a main contact for day-to-day issues, escalations, and technical support and will also assist with onboarding, training and driving customer adoption. The position requires a person who is an excellent problem solver, can manage client expectations, provide clear answers, resolve issues positively, constructively and quickly, and can establish relationships with customers as well as internal teams.
Our Core Values drive us each day.
Integrity- Acting with honesty and fairness. Delivering on promises. Being humbly confident.
Innovation- Identifying and solving problems. Pursuing excellence. Inspecting and adapting. Making things happen.
Collaboration -Listening and speaking thoughtfully. Working on a team. Being servant leaders. Having fun.
Core Focus: Our core focus is passion ; we empower online retailers with excellent software tools. Our niche is big company SaaS tools for Amazon sellers.
A team of excellence. We work together and make things happen.
Powerful tools, great customer service and solid engineering.
An open mind to your ideas and innovative ways to accomplish excellence.
Open communication and we encourage collaborative discussions to solve issues.
A virtual work environment and we have fun!
Core Areas of Responsibility:
Increase customer satisfaction, retention and loyalty through exceptional customer service.
Engage with customers via email, phone and live chat to resolve issues effectively using case management technology.
Ensure high-quality customer service experience along all stages of the customer lifecycle - sales, onboarding, activation, billing, technical support, and ongoing engagement including, upsells, cross-sells, retention and cancellations.
Become a product expert and best practices evangelist to help customers maximize value from eComEngine solutions.
Provide technical support and consultation, including completely understanding customer’s description of the problem and determining whether or not the feature is supported (or should be supported) and making recommendations to Product Team for feature considerations.
Escalate issues appropriately through internal channels and teams, consulting Product and Development, in cases where technical problems arise.
Identify cross-sell opportunities for Sales Team.
Required Skills & Experience:
3+ years customer support experience for SaaS (Software as a service) solutions.
Excellent written and verbal communication skills.
Very high attention to detail and possess high customer empathy.
The ability to understand and explain complex business processes.
The ability to understand how SaaS software systems function and to troubleshoot technical issues.
The ability to work effectively within a team of professionals and to work independently from a quiet home office each day from 8AM - 5PM EST/EDT, US.
Access to a desktop/laptop with wired internet connection at 5Mbps speed or higher.
Backup internet source a plus.
Sales, Implementation or Training experience with SaaS solutions a plus.
Experience with eCommerce, Email Marketing or Survey solutions a plus.
eComEngine provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, this policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.