REQUIREMENT: FULL WORK ON SITE IN ORTIGAS, PASIG

Job Description: Customer Support Representative (SaaS & AI Focus)

Job Summary:

As a Customer Service & Sales Representative, you will be a crucial link between our customers and our products. You will provide top-tier support, resolve technical issues, and simultaneously identify and capitalize on sales opportunities. Your expertise in SaaS and AI platforms will enable you to effectively guide customers, address their needs, and drive revenue growth.

Responsibilities:

Customer Support & Technical Assistance:

• Provide comprehensive support via phone, email, chat, and other channels.
• Troubleshoot and resolve technical issues related to our SaaS and AI features.
• Guide customers through product onboarding and best practices.
• Maintain accurate records of customer interactions and resolutions.

Sales & Account Growth:

• Identify and pursue upselling and cross-selling opportunities within existing customer accounts.
• Proactively reach out to customers to promote new features and services.
• Qualify leads and convert them into paying customers.
• Conduct product demonstrations and presentations.
• Achieve and exceed sales targets and key performance indicators (KPIs).

Customer Relationship Management (CRM):

• Build and maintain strong customer relationships, ensuring satisfaction and loyalty.
• Act as a trusted advisor, understanding customer needs and providing tailored solutions.
• Gather customer feedback and relay it to product and development teams.
• Maintain accurate and up-to-date customer information in the CRM system.

Product Knowledge & Training:

• Maintain in-depth knowledge of our SaaS platform, AI capabilities, and industry trends.
• Stay updated on product updates and new releases.
• Create and deliver training materials and resources for customers.
• Potentially assist in the creation of sales enablement materials.

Qualifications:

• Proven experience in customer service and sales, preferably in a SaaS or AI-focused environment.
• Strong understanding of SaaS business models and AI technologies.
• Excellent communication, interpersonal, and presentation skills.
• Ability to effectively manage time, prioritize tasks, and meet deadlines.
• Strong problem-solving and analytical skills.
• Proficiency in CRM software and sales tools.
• Ability to work independently and as part of a team.
• A customer-centric approach with a passion for providing exceptional service.
• Experience with troubleshooting AI driven websites, and the outputs they produce.
• Understanding of basic API usage, and web technologies.

Desired Skills:

• Experience with specific CRM platforms (e.g., Salesforce, HubSpot).
• Knowledge of sales methodologies and techniques.
• Experience in conducting online product demonstrations.
• Familiarity with data analysis and reporting.
• Experience with common help desk ticketing systems.