Customer Service Representative

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Catena

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👥 RH Tech

🏢 Entreprise

🎯 Recrutement

HR Tech • Enterprise • Recruitment

Catena, désormais connue sous le nom de Pearl Talent, est une entreprise spécialisée dans l’aide aux organisations pour recruter les meilleurs talents à distance à l’international, en se concentrant principalement sur des candidats basés aux Philippines et en Amérique latine. Elle propose un processus de sélection rigoureux afin de fournir des candidats hautement qualifiés, dotés de compétences logicielles modernes et d’une maîtrise courante de l’anglais. Pearl Talent propose deux principaux services de recrutement : • Managed Services, qui prend en charge la compliance, la payroll et la formation • Direct Placement, pour les entreprises qui gèrent les recrutements en interne L’entreprise met l’accent sur la qualité et la rétention à long terme, avec l’objectif de constituer des équipes à distance hautement performantes pour une variété de secteurs, notamment la santé, l’immobilier et la 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

🎯 Exigences

• 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

🏖️ Avantages

• 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)