Who We Are
Evo Tech Software Solutions Inc. is a highly motivated team of professionals based in Cebu, Philippines, committed to providing tailored services to Carbon6's suite of solutions. With expertise in Web Development, e-Commerce Management, Data Analytics, and Graphic Design, we offer globally competitive solutions that empower our clients businesses to excel in today's market.
By design, we combine your vision for your brand with our creative and technical capabilities to design the right user experience. We make sure that your customers or users discover your product not only appealing, but also useful.
Empowering your company with cutting-edge software solutions. Our skilled team adapts to tech trends, ensuring your excellence in innovation through development.
With BPO, we aim to enhance efficiency and service delivery with our versatile business support. We evolve to offer swift, improved customer service solutions.
The Opportunity (Onsite; Nightshift)
The Client Success Representative will be a key member of the CSR Team mainly assigned for Global Stores. Responsible for managing and resolving customer inquiries, ensuring customer satisfaction, and contributing to the continuous improvement of our customer service processes. The ideal candidate will have a good background in customer service, good problem-solving skills, and the ability to work effectively with cross-functional teams.
Job Description
1. Customer Support
- Serve as the primary point of contact for clients, will handle inquiries and resolve issues. Tasks include account review, management, & optimization. This is a voice and email support role that will focus on two major campaigns: Awaiting Documents and Awaiting Signatures. To collect required documents for filing, acquire signature for packing lists, and uploading of documents as required.
- Will be working closely with Customer Success Manager (CSMs) and the Operations Team.
- Provide timely, accurate, and professional responses to customer inquiries via chat groups, email, and phone.
- Develop and maintain strong relationships with key stakeholders within client organizations.
2. Issue Resolution
- Identify, troubleshoot, and resolve customer issues efficiently and effectively.
- Escalate critical issues to appropriate internal teams and ensure timely resolution.
- Document and track customer interactions and issues using our proprietary tools and 3rd party systems.
3. Process Improvement
- Analyze customer feedback and identify opportunities for improving customer service processes.
- Collaborate with internal teams to implement process improvements and enhance the customer experience.
- Contribute to the development and maintenance of knowledge base articles and FAQs.
- Mentor and support junior team members, providing guidance and training as needed.
- Lead by example, demonstrating best practices in customer service and fostering a positive team environment.
- Participate in team meetings and contribute to team goals and initiatives.
4. Reporting and Analysis
- Generate and analyze customer service reports to identify trends and areas for improvement.
- Provide regular updates to management on customer issues and resolutions.
- Track and report key performance metrics, ensuring alignment with departmental goals.
Qualifications
- Preferably experienced in Amazon FBA Reimbursement
- Experienced in a customer service role, preferably within an enterprise or B2B environment.
- Proven ability to manage and resolve complex customer issues and different claim or reimbursement types.
- Strong interpersonal and communication skills, both written and verbal.
- Proficiency in CRM systems and other customer service software.
- Ability to work independently and as part of a team.
- Excellent organizational and time management skills.
- Strong analytical and problem-solving abilities.
- Proficiency in English Language.
Perks and Benefits
- Competitive compensation package provided.
- Includes mandated government contributions and comprehensive HMO benefits.
- Annual merit increase contingent to performance evaluation.
- Company-sponsored events and activities.
- Paid leaves granted upon regularization.
- Opportunities for career advancement and promotion.
Should you be interested, kindly submit your application to [Confidential Information].
