Customer Success Executive

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

igloo

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🏭 Manufacturing

💼 Consulting

📦 Logistics

Manufacturing • Consulting • Logistics

igloo is a company that specializes in smart access technology, providing innovative security solutions such as smart locks and access management systems. Their products include features like offline access capability, customizable PIN codes, and durable designs suited for various environments. igloo's mission is to transform how property owners secure and manage access to their homes and shared assets, enabling greater convenience and security without the constraints of traditional locking systems.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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