Customer Service Representative

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🕒 June 4

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Catena

WebsiteLinkedInAll Job Openings

1 - 10 employees

👥 HR Tech

🏢 Enterprise

🎯 Recruiter

HR Tech • Enterprise • Recruitment

Catena, now known as Pearl Talent, is a company that specializes in helping organizations hire top remote talent from overseas, primarily focusing on candidates from the Philippines and Latin America. They offer a rigorous vetting process to ensure they provide highly capable candidates equipped with modern software skills and fluent English proficiency. Pearl Talent provides two main hiring services: Managed Services, which handles compliance, payroll, and training, and Direct Placement for companies that manage hires internally. They focus on long-term retention and quality in their hiring processes, aiming to build high-performing remote teams for a range of industries including healthcare, real estate, and finance.

📋 Description

• Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact • Understand clients' business goals, challenges, and needs through regular discovery and consultation • Act as strategic partner offering proactive solutions aligned with client objectives • Communicate regularly with clients via email, phone, video conferences, and other channels • Provide guidance on how clients can best utilize solutions to meet their specific needs • Build rapport and ensure clients feel valued, supported, and heard throughout their journey • Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally • Assist new clients during onboarding, ensuring smooth implementation and setup • Provide education and training on product features, benefits, and best practices • Conduct product training sessions to ensure clients are proficient in using offerings • Guide clients through initial setup with clarity about services, procedures, and expectations • Facilitate enrollment and verify that all documentation is accurate and complete • Monitor early adoption patterns and provide proactive support during critical first 90 days • Ensure clients achieve early wins and understand value proposition clearly • Monitor and analyze client usage data to identify trends, opportunities, and potential issues • Identify opportunities for upselling or cross-selling additional products or services • Collaborate with sales teams to explore potential growth avenues and expansion opportunities • Track and report key performance metrics related to client success and engagement • Proactively address underutilization or engagement drops before they lead to churn • Present business reviews showcasing ROI, usage insights, and recommendations • Drive account expansion through strategic consultation and value demonstration • Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues • Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence • Ensure timely and satisfactory issue resolution to maintain client satisfaction • Partner with Care Operations, Revenue Operations, and other teams to optimize workflows • Work cross-functionally to address client needs and remove barriers to success • Advocate for clients internally, ensuring their voice influences product and process decisions • Maintain up-to-date client interaction records in CRM and management systems • Gather client feedback to help improve products, services, and internal processes • Create and maintain reports on client success metrics and KPIs • Identify opportunities to improve internal workflows and contribute to operational efficiency • Support compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality • Document best practices, success stories, and lessons learned for team knowledge sharing

🎯 Requirements

• Experience: 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments) • Client Focus: Proven ability to build and maintain strong relationships with clients and stakeholders • Communication: Exceptional written and verbal communication skills with compassionate, professional approach • Strategic Thinking: Ability to understand client business goals and provide strategic guidance • Problem-Solving: Strong analytical and conflict-resolution abilities with proactive mindset • Organization: Exceptional organizational skills and attention to detail with ability to manage multiple accounts • Tech Proficiency: Proficient in CRM tools, scheduling systems, and modern productivity software • Remote Work: Self-motivated and adaptable to remote work environments with proven ability to work independently • Data-Driven: Comfortable analyzing usage data and metrics to inform decisions • Adaptability: High adaptability in fast-paced, technology-driven environments

🏖️ Benefits

• Competitive Salary: Based on experience and skills • Remote Work: Fully remote — work from anywhere • Generous PTO: In accordance with company policy • Direct Mentorship: Access to global industry leaders • Learning & Development: Continuous growth resources • Global Networking: Work with international teams • Health Coverage (Philippines only): HMO after 3 months (full-time)