Eastvantage Business Solutions Inc.
Eastvantage Business Solutions Inc.

Customer Channel Analyst  

Eastvantage Business Solutions Inc.

  • Taguig, Philippines
    , Taguig, Metro Manila, Philippines, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • ₱35,000.00 - ₱40,000.00 / month
    PHP
    35000
    40000
    35000
    MONTH
  • Full timeFULL_TIME

Expired 3 years ago

2020-11-25T16:00:00+00:00
Job closed.

Job Description

Responsible for:

The role is responsible for ensuring complete customer satisfaction for customers when dealing with the organization, providing end to end sales support, acting as a point of escalation for customer complaints and providing recommendations for resolution of disputes in consideration of the commercial implications of actions taken and ensuring all issues are dealt with in accordance with legal and regulatory compliance aspects.

Main activities:

35% - Customer Experience and Legal Compliance

  • Investigating and resolving customer complaints and/ or prioritizing escalations ensuring all issues are dealt with in accordance with legal and regulatory compliance;
  • Liaise with external carrier account or escalation managers to negotiate and promote positive customer experiences;
  • Act as an intermediary between sales and other divisions of the BC Business, in the context of escalations and customer enquiries;
  • Manage TIO complaints to the best possible outcome;
  • Assist with the ongoing management of the customer tracking engine across the AAPT BC business (ConnectWise); and
  • Review and improve internal processes to ensure legal and regulatory compliance as well as operational sustainability.

35% - Migration Coordinator for NBN Rollout Project

Note: Project estimated completion date 2021, dependent on NBN rollout.

  • Design, manage and communicate the NBN disconnection and migration process from;

PSTN and ADSL to NBN; and MBE to Fibre.

  • Manage related complaints and escalations in a timely manner and to the best possible outcome; and
  • Liaise with the NBN Migrations team to receive updates and minimise impacts to our customers.

20% - Sales CONNECT ANZ

  • Provide end to end sales support, from initial enquiries through to implementation and post-delivery escalation support;
  • Respond to customer enquiries or redirect as appropriate;
  • Understand the customer's objectives, buying criteria and decision making processes in order to provide quotes and proposals for effectively tailored solutions for their business; and
  • Arrange for execution of relevant paperwork to deploy new products and services.

10% - Channel Sales Support

  • Develop product and industry knowledge coupled with the ability to deal with clients at all levels and translate client needs into a complete solution, by:
  • Actively participating in Partner recruitment, development, planning, and strategy;
  • Assisting with the development and negotiation of new products, plans, price and volume discounts;
  • Assisting with the running of partner briefing and training sessions for clients and staff;

Following up on partner commissioning inquiries;

  • Responding to existing and new customer inquiries or redirect as appropriate;
  • Acting as an escalation point to investigate and provide recommendations for resolution of customer complaints;
  • Understanding customer's objectives, buying criteria and decision making processes in order to provide quotes and proposals for effectively tailored solutions for their business; and
  • Ongoing maintenance, analysis and reporting of customer base to propose strategies to assist with re-sign of existing customers and identifying opportunities for follow up in order to maintain and grow revenue for the organization.

Minimum Qualifications

  • Customer-focused – attentive, patient and empathetic to customers’ needs.
  • Effective communicator with excellent presentation and interpersonal skills.
  • Ability to problem-solve, influence and negotiate.
  • Goal-oriented and able to self-motivate and perform under pressure.
  • Desire and ability to stay up to date with and absorb new technologies/product knowledge.
  • Contribute to an environment of continuous process improvement.
  • Experience in a customer facing role within a fast-paced customer service setting essential.
  • Previous Telecommunications Sales experience preferred.
  • Customer service exposure within the IT industry desirable.

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while
Office Address
Taguig, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
https://eastvantage.com/

Feel secure when applying: look for the verified icon and always do your research on a company. Avoid and report situations when employers require payment or work without compensation as part of their application process.

About Eastvantage Business Solutions Inc.

Eastvantage provides business solutions to global companies, enabling offshore operations from its locations in the Philippines, India and Bulgaria. The management team brings a wealth of global insights and local knowledge in the areas of digital transformation, customer experience, and business support. Combining expertise with a hands-on approach to managing client relationships, Eastvantage makes outsourcing simple and seamless. Share the passion Serious but wacky. Normal but quirky. Organized yet flexible. Hard work with playtime. That’s life at Eastvantage. We promote a "Work-Life Balance" environment. It’s a place where introverts and extroverts, the left-brained and right-brained, the outgoing and the shy can all work side by side without pulling each other’s hair. That’s because we work in a highly open, flexible and collaborative zone where we can totally feel at home. We may be a team of different folks with different strokes, but we share the same passion for our work and a constant drive for excellence. And we’re lucky enough to belong to a company that empowers us and looks out for our development and well-being. Are you intelligent, creative, passionate, and crazy enough? Be a part of a cool, smart and wise team. Hurry grab the opportunity. Why join us? Working at Eastvantage is not like joining a huge organization like the navy, it's more like joining a fleet of agile ships ready to skip on to the next race, discovering new frontiers. We are not a thousand-person call center. We are not a ratlab. We are no freaky geeks (or are we?). What are we, then? Eastvantage prides itself on being an open and fair employer, always looking out for the development and well-being of its employees. We believe that our prime services require fully empowered people, world-class office amenities and the best technologies. We provide attractive salaries, insurance and benefits. We believe in continuous learning and coaching to stay ahead. We train and ensure our employees are treated fairly and with respect. Join us - we are always looking for great talents like software/system/web developers, research analysts, e-marketing gurus, and fluent communicators. Benefits We offer challenging roles in a fast-growing international team Work-life balance environment We have a no-nonsense culture and direct interaction with our clients Prime office located in Fort Bonifacio Global City, Taguig and Ortigas Center What are we good at? Work hard and play hard! We are not the typical BPO setup. We have a diverse culture and we nurture everyone like a family. To understand how we use and process your data, please visit www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy

People also applied to

  1. Home

Other Recommended Jobs

Apply jobs in

Job Categories:

Related to your search: