This is a Customer Service position that works daily with customers to address customer issues, propose business solutions, and handle escalated customers. The Customer Success Specialist will work daily with customers on live video calls and email, requiring strong English language written and spoken communication skills. This is not a technical position, but requires an ability to learn software products and communicate them to customers.

Role Responsibilities:

• Ability to provide excellent customer service both over email and live video calls.
• Resolve customer issues with professional businesses by correctly identifying issues, recommending solutions to customers, and engaging appropriate internal resources.
• Showcase ability to build customer relationships and manage customers by serving as the primary point of contact for our customers throughout the customer lifecycle.
• Engage with customers on a recommended cadence via calls and emails, securing buy-in for growth and driving product renewals.
• Identify customer’s desired business outcomes based on your ongoing conversations and analysis of each customer. Provide customers with correct resolutions based on identifying customer needs.
• Develop high-level understanding of the software product through training and proactive learning.
• Propose product features to customers that meet their business needs.
• Address customer inquiries by connecting them with the right resources, collaborating with your manager to determine appropriate actions, and consistently delivering on commitments within agreed-upon timelines.
• Consistent follow through to customer requirements and with help from manager, help set timelines and deliverables.
• Use data and customer engagements to identify account risk and work with your manager to take steps to resolve.

Behavioral Expectations:

• Developing expertise within your role. Exercise judgment and apply company policies and procedures to resolve routine tasks with limited guidance from others.
• Proactively seek guidance and instruction to help solve customer issues. Apply learnings to solve the same or similar issues in the future.
• Use company knowledge and resources to analyze problems and work with your manager to create plans accordingly.
• Understand various communication channels and communicate with your manager and others appropriately. Learn communication techniques to provide detailed information to other parties and relay information effectively.
• Eager and motivated to learn new things and develop new skill sets.
• Complete tasks in a timely manner aligned with deadlines and defined processes.
• Build collaborative working relationships with your manager, peers and other teams you work closely with

Qualifications:

• Strong verbal and written communication skills in English.
• Experience handling customer inquiries, complaints, and escalations professionally.
• Ability to engage with customers via live video calls and email in a professional manner.
• Strong problem-solving and critical-thinking skills to propose business solutions.
• Ability to quickly learn and understand software products to assist customers effectively.
• Customer-focused mindset with a proactive approach to issue resolution.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively within a team.
• Good to have: experience in software/legal technology platform industry

Location: 2nd Floor, Lexmark Plaza 3, Cardinal Rosales Ave. Cor Samar Loop,. Cebu Business Park, Cebu City ); Hybrid Set-Up

Schedule: 9am - 6pm EST (9pm to 6AM MNL Time)

Please refer to job description.