Customer Success Specialist II
New
P
Palmetto Clean TechnologyClean Tech
Remote - PhilippinesFull-TimeMiddle
Salary540,000 - 820,000 PHP per year
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Job Details
- Languages
- Spanish
- Experience
- 2+ years of experience in customer service and escalations
- Required Skills
- SalesforceProblem SolvingCRMCustomer Success
Requirements
- 2+ years of experience in customer service and escalations (solar industry preferred).
- Strong solution-based problem-solving skills, especially related to solar energy systems.
- Proactive approach to challenges.
- Excellent verbal and written communication skills with a customer-centric mindset.
- Ability to manage high-pressure escalations.
- Experience with CRM systems (Salesforce preferred) and ticketing tools.
- Ability to analyze NPS data and identify customer trends.
- Proficiency in Spanish.
Responsibilities
- Handle escalated customer issues requiring advanced problem-solving.
- Resolve high-touch priority cases for internal teams.
- Assist frontline agents with complex inquiries as a technical and operational expert.
- Collaborate with internal departments like Engineering, Field Ops, and Billing.
- Conduct outbound follow-ups for passive or negative NPS customers.
- Gather feedback to escalate systemic issues and identify process improvements.
- Request lead referrals from customers with positive survey scores.
- Act as backup for frontline operations during outages or high volumes.
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