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Customer Success Liaison | Pasay City

Keywords / Skills : Service Now, CA, Customer Success management, Client management

2 - 7 years
Posted: 2018-06-29

Nationality
Philippines
Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Other Customer Service
Posted On
29th Jun 2018
Job Description
Roles and Responsibilities:
  • Build rapport with assigned customers – represent them within the business and work with internal delivery teams, sales and pre-sales organizations. 
  • Lead an account base – multi task within a work day to support multiple customers. 
  • Partner with customer to understand their internal priorities and ensure that work is delivered in accordance with their priorities. 
  • Act as the link between the technical and the business views of the platform by ensuring that the technical solutions being proposed, developed or implemented will satisfy the needs of the business. 
  • Demonstrate urgency and escalate issues when needed. 
  • Deliver consistently for customers and meet deadlines. 
  • Work well with other departments – help to drive a positive experience for customers through relationships. 
  • Manage contact with customers - verbal and written communication in a professional manner tailored to individual customers/roles. 
  • Maintain high customer satisfaction through proactive communication and ownership of issues. 
  • Liaise with Practice leadership to communicate customer feedback. 
Qualifications / Skills:
  • 2+ years in a customer service role or other customer facing role. 
  • Excellent written and verbal interpersonal skills, client-facing. 
  • Demonstrated ability to handle and prioritize multiple cases/issues – perform effectively under pressure. 
  • Strong listening skills. 
  • Experience with formal presentations to customers. 
  • Self-motivated, able to work independently and reliably. 
  • Ability to work flexible schedule based on customer need. 
  • Ability to collaborate in a non-confrontational manner. 
  • Enthusiasm for continuous improvement. 
  • Ability to adhere to process all the while providing active input to improving processes. 
  • Technically savvy with an ability to quickly grasp new technical concepts. 
  • Service Management business experience a plus. 
  • ITIL Foundations certified is a plus. 
  • ServiceNow, CA or cloud platform experience a plus. 
Additional Notes:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.



About Company

About Us
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 39 countries across the Americas, Europe, Australia and Asia. With more than 22,000 employees, Stefanini provides onshore, offshore and nearshore IT services, including application development services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. The corporate global headquarters is located in Sao Paulo, Brazil, with the European headquarters in Brussels and North American headquarters in metropolitan Detroit.

Career Opportunities with Stefanini
In an ever-evolving technological landscape, could you be the next IT innovator? Join our team of talented problem solvers and creative thinkers, and help us re-engineer the world through digital transformation.

We encourage walk-in applicants!
Our recruitment hub is open from Monday - Friday except Philippine holiday, 10:00 AM - 6:00 PM. Please bring a copy of your updated resume to apply.

Awards and Recognition

Named Company of the Year by the Journal Informática Hoje 2017

Ranked the Most Innovative Company in the IT Industry by "Valor Inovação Brasil 2017"
• Received the Business Innovation Award at the 2017 Excellence in Southfield Awards & Reception

Perks and Benefits

Career Growth Prospects

• Paid Time Off (PTO)
• Paid Bereavement/Family Leave
• Maternity & Paternity Leave
• Single Parent Leave
• Life Insurance
• Medical/Health Insurance
• Medical, Prescription, Dental, or Vision Plans
• Employee Discounts
• Transportation Allowance
• Performance Bonus
About Recruiter
Stefanini Philippines
Recruitment
Stefanini
...
Skills I hire for Level I and II IT, Multilingual IT, and various support/corporate positions
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