Customer Care Representative, Quezon City

The Customer Success Representative is responsible for maintaining strong relationships with assigned clients, ensuring their needs are met and their subscriptions are actively managed and renewed on time. This role involves proactive client support, regular follow-ups, issue resolution, and coordination with internal teams to deliver an exceptional customer experience. The ideal candidate is client-focused, detail-oriented, and thrives on ensuring customer satisfaction and account retention.

PRIMARY RESPONSIBILITIES:

Client Support & Relationship Management

Act as the primary point of contact for assigned key accounts.

Respond promptly and professionally to client inquiries, concerns, and support requests via phone, email, or messaging platforms. 

Maintain a strong understanding of client needs, usage patterns, and business objectives.

Subscription Management

Monitor and track subscription statuses, ensuring all client subscriptions are active and up to date.

Coordinate internally to ensure timely delivery, activation, and performance of services covered by the subscription.

Maintain accurate client records and subscription data in the CRM system.

Renewals and Retention

Proactively engage with clients prior to renewal dates to ensure smooth and timely renewals.

Identify potential risks of non-renewal and escalate appropriately.

Coordinate with sales and billing teams to process renewals and any adjustments to subscription terms.

Issue Escalation & Resolution

Collaborate with technical support, billing, and operations teams to resolve client issues efficiently.

Track and follow up on open tickets or concerns until completion and client satisfaction.

Reporting & Documentation

Prepare client reports, subscription summaries, and account health updates as needed.

Maintain documentation of all client interactions and action points in the system.

WORKING CONDITION:

ONSITE WORK

MONDAY TO SATURDAY

8:00 AM TO 5 PM