Customer Success Officer - Escalations - PERMANENT work from home, morning shift
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Удалённая работа
- Местоположение
- Remote (United States)
- Вознаграждение
- PHP 50000 per monthly
- График
- Full Time
- Опубликовано
- 20 окт. 2026 г.
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Описание вакансии
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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