Customer Success Officer - Escalations - PERMANENT work from home, morning shift
这是一个远程职位。角色标题：客户成功官 (CSO) 类型：全日期率：50k PHP 角色概述，客户成功管理员负责处理进出的客户互动，确保从查询到解决的流客户体验。此角色还管理升级解决复杂的问题，保护品牌，并确保客户满意度同时支持收入目标 （例如支付和保留）. 主要责任1.客户支持 （每天）·通过电话，SMS,电子邮件和聊天响应询问 ·帮助客户提交文件 ·课程调查 ·申请状态 ·支付和发票问题 · ·提供准确，及时和专业的响应 · 保持积极和有帮助的语气在任何时候 2.升级处理 （收回）承担复杂或高风险案件的责任 （例如投诉，退款，延迟，合规问题）缓解挫折客户并提供解决方案 • 确保团队间的问题得到快速解决和适当的后续 · 标记经常出现的问题并建议改进流程 3. 保留支持 · 主动关注客户承诺 （如提交文件，报名确认，下一步）· 支持团队通过增强价值和解决顾虑来转换犹不决的客户 · 通过同情心和基于解决方案的沟通，专业地处理反对意见和关切 · 识别风险中的客户并采取行动减少退出和取消活动 · 与销售和招收团队合作以确保流的客户旅程 · 保持一致的跟踪以提高参与率和保留率 4. CRM & 文档 · 在 Zoho CRM （或相关系统）中记录所有互动 · 保持客户记录更新和准确 · 追踪升级和结果 · 标签和分类报告问题 5. 协作 · 与：· 销售团队 （交付和接下来）· 招生/管理员 （应用程序进展）· 财务 （支付问题，退款）密切合作 · 确保顺利进行内部沟通以解决客户的关注关键关键标志 · 第一反应时间 · 解决时间 · 客户满意度 (CSAT) · 升级解决率 · 支付收费/恢复率 · 每天解决门票数量所需技能和经验 · 在呼叫中心/BPO 行业作为团队领导者/团队管理员的良好背景。·强。
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This is a remote position.
Role Title: Customer Success Officer (CSO)
Type: Full Time
Rate: 50k PHP
Role OverviewThe Customer Success Officer is responsible for handling inbound and outbound customer interactions, ensuring a smooth customer experience from inquiry to resolution. This role also manages escalations—resolving complex issues, protecting the brand, and ensuring customer satisfaction while supporting revenue goals (e.g., payments and retention).
Key Responsibilities1. Customer Support (Day-to-Day)
- Respond to inquiries via phone, SMS, email, and chat
- Assist customers with:
- Course inquiries
- Application status
- Payments and billing concerns
- Document submission
- Provide accurate, timely, and professional responses
- Maintain a positive and helpful tone at all times
2. Escalation HandlingTake ownership of complex or high-risk cases (e.g., complaints, refunds, delays, compliance concerns) De-escalate frustrated customers and provide solutions Investigate issues across teams (sales, admin, finance)
- Ensure fast resolution and proper follow-through
- Flag recurring issues and suggest process improvements
3. Retention Support
- Proactively follow up on customer commitments (e.g., document submissions, enrollment confirmations, next steps)
- Support the team in converting hesitant customers by reinforcing value and addressing concerns
- Handle objections and concerns professionally using empathy and solution-based communication
- Identify at-risk customers and take action to reduce drop-offs and cancellations
- Collaborate with sales and admissions teams to ensure a smooth customer journey
- Maintain consistent follow-ups to improve engagement and retention rates
4. CRM & Documentation
- Log all interactions in Zoho CRM (or relevant system)
- Keep customer records updated and accurate
- Track escalations and outcomes
- Tag and categorize issues for reporting
5. Collaboration
- Work closely with:
- Sales team (handover and follow-ups)
- Admissions/Admin (application progress)
- Finance (payment issues, refunds)
- Ensure smooth internal communication to resolve customer concerns
Key KPIs
- First response time
- Resolution time
- Customer satisfaction (CSAT)
- Escalation resolution rate
- Payment collection / recovery rate
- Number of resolved tickets per day
Required Skills & Experience
- Solid background as a TEAM LEADER/TEAM MANAGER in the call center/BPO industry.
- Strong communication skills (written and verbal)
- Experience handling complaints and escalations
- Ability to stay calm under pressure
- Problem-solving and critical thinking skills
- Experience with CRM systems (Zoho preferred)
Nice-to-HaveExperience in education, VET, or student support
- Familiarity with SMS tools (Twilio)
Benefits
WORK FROM HOME "FOREVER" + AU MORNING SHIFTIncentives such as 5-star hotel buffet (Solaire, Conrad, Okada, Grand Hyatt) Long term projects in a growing industry where you will make a significant impact on on someone's career. Great exchange rates! You get to keep what you make. No hefty paypal/upwork fees. Health Insurance (after 1 year) Fun and encouraging culture All expenses paid INTERNATIONAL TRAVEL incentive
Originally posted on Himalayas