Customer Advocate

Position: Customer Advocate

Reporting to: Regional Renewals Manager

Location: Ortigas Center, Pasig City (Onsite)

Working Hours: Mid/Night Shift

Start Date: ASAP

Company is a global provider of mission-critical, industry-specific software solutions. Our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Our industry-specific solutions, designed to maximize business value and process efficiency, are at the heart of our customers’ operations. Over 10,000 organizations in more than 20 industries across 80+ countries trust company’s solutions at their core to assist with running their operations.

General Job Summary

The Customer Advocate (CA) role is a key contributor on the Renewals team. The Customer Advocate will proactively initiate the annual renewals process and drive all phases of the renewal lifecycle. This includes leading the renewal sales process with key stakeholders by facilitating the preparation, delivery and negotiation pricing options, revising assets, obtaining quote/PO approvals, and filing appropriate paperwork.

The CAs role is to drive and manage the renewal pipeline. Additionally, the CA works directly with the Renewals Analyst (RA) to ensure timely and efficient renewals processing, while working cross-functionally with Business Leaders and Account Management to solicit updates and feedback on deliverables related to renewals processing closures.

The CA is also expected to gain a understanding of their customer base’s pain points and how company can bring them additional value and modernize their business by utilizing the Sales & Support Team and identify internal opportunities where applicable.

What your responsibilities are:

• Provide full range of customer service to assigned clients by phone or email. Full range of customer service includes handling of incoming calls and outgoing calls. The offered customer interaction should be of highest quality, accurate, polite, and competent.
• Customer care representatives work duties can as well include data entry to clients’ programs and other tasks. The data entry tasks should be made on account ownership, precise, and without mistakes.
• Additional responsibilities may be added as the needs of the business change and expand.
• Be receptive to feedback and coaching from Team Leaders and other customer service representatives. Listen, ask questions, and enthusiastically implement the tools given to improve the quality of your work.
• Help to keep motivation high by being supportive to your colleagues
• Meet, and exceed targets set by your operations for different clients/projects.
• Propose ideas for continuous improvement.
• Meet or exceed all attendance minimums.
• Be actively involved in problem solving and propose improvements to processes.

You will be successful if you have:

• A positive can-do attitude.
• Have very good interpersonal skills (both written and oral)
• Take ownership for quality, competence, and commitment.
• Be highly motivated and prepared to work hard.
• Have high personal energy and enjoy a lively environment.
• Be highly flexible and welcome change/improvements.

Knowledge and Skills Required:  

• At least 2 years of customer service experience, preferably someone who’s handled customer escalations
• Strong ability to negotiate solutions and offers to customers
• Computer and tech savvy; Working experience using Salesforce is an advantage
• Excellent understanding of the US or North American culture and customer – demonstrate the ability to empathize and connect with the customer
• Excellent written and verbal English communication skills; ability to hold and lead a conversation
• Strong analytical and organizational skills
• Demonstrate the grit to be part of a growing team and recognizes opportunities to move up and contribute to a bigger role later on

Join the A-Team and experience the A-Life!