Customer Success Executive

🕒 Outubro 8

🇵🇭 Filipinas – Remoto

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

🏆 Sucesso do Cliente

👻 Score fantasma 10%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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igloo

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2015

🏭 Manufatura

💼 Consultoria

📦 Logística

Manufacturing • Consulting • Logistics

igloo é uma empresa especializada em tecnologia de acesso inteligente, oferecendo soluções de segurança inovadoras, como fechaduras inteligentes e sistemas de gerenciamento de acesso. Seus produtos incluem recursos como capacidade de acesso offline, códigos PIN personalizáveis e designs duráveis adequados para diversos ambientes. A missão da igloo é transformar a forma como os proprietários garantem e gerenciam o acesso às suas casas e bens compartilhados, proporcionando maior conveniência e segurança, sem as restrições dos sistemas de travamento tradicionais.

Descrição

• Manage inbound and outbound customer interactions across phone, email and chat • Investigate, prioritise and resolve customer queries, complaints and technical issues within agreed SLAs • Perform first-level troubleshooting and problem determination • Escalate or route complex cases to the appropriate team with clear, complete case notes • Handle dissatisfied or escalated customers and work toward fair resolutions • Track open cases through closure, follow up and return calls promptly • Build trusted, long-term relationships with assigned customer accounts, particularly B2B partners • Anticipate customer needs and identify opportunities to improve experience, retention and satisfaction • Maintain current knowledge of products, services, policies and promotions • Log customer interactions, case details and resolutions accurately in CRM and approved platforms • Process customer account requests and related documents according to company procedures and data privacy requirements • Follow communication guidelines, quality standards and company policies • Collaborate with Product, Software, Sales and Marketing teams to resolve issues and share customer feedback • Identify recurring problems and trends and suggest improvements to processes, help-centre content and response templates • Use AI-assisted and automation tools responsibly to improve support speed, consistency and quality • Attend team meetings, product trainings and refresher sessions and apply learnings to daily work

🎯 Requisitos

• Completed at least 2 years of college • At least 2 years of customer service experience handling calls, tickets and chat • At least 1 year of recent experience in a BPO or contact-centre environment • Hands-on experience with CRM or helpdesk systems (e.g., Zendesk, Freshdesk, Salesforce or similar) • Experience using AI and automation tools in a support setting • Excellent written and spoken English • Genuine empathy and patience, with the ability to adapt to different customer personalities and situations • Analytical, resourceful and comfortable troubleshooting technical or app-based issues • Strong ability to multi-task, prioritise and manage time effectively in a fast-paced environment • Takes accountability for cases from start to finish and works independently with minimal supervision • Collaborates openly with colleagues and cross-functional teams • Must be based in Cebu, Philippines • Available for full-time rotating shifts, which may include nights and public holidays • Preferred: Experience supporting smart home, IoT, hardware or app-based products • Preferred: Experience managing B2B accounts or working with international customers across multiple time zones • Preferred: Familiarity with knowledge-base management or writing help-centre articles

🏖️ Benefícios

• Remote (work-from-home) role • Stable, high-speed internet connection and quiet, dedicated workspace required for the remote setup • Willingness to travel occasionally for training, team events or business needs

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