Customer Success Specialist II (Spanish Bilingual)
P
PalmettoClean Tech
Remote - PhilippinesFull-TimeMiddle
Salary540,000 - 820,000 PHP per year
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Job Details
- Languages
- Spanish
- Experience
- 2+ years
- Required Skills
- SalesforceProblem SolvingCustomer SuccessCRM
Requirements
- 2+ years of experience in customer service and escalations.
- Prior experience in the solar industry is preferred.
- Proficiency in Spanish required.
- Strong solution-based problem-solving skills.
- Experience with CRM systems and ticketing tools (Salesforce preferred).
- Ability to analyze NPS data and identify trends.
- Proactive approach to challenges with a solution-first mindset.
- Excellent verbal and written communication skills.
- Ability to manage high-pressure escalations with professionalism and urgency.
- Flexibility to support business continuity and frontline operations.
Responsibilities
- Handle escalated customer issues requiring advanced problem-solving.
- Resolve high-touch priority cases for internal teams.
- Serve as a technical and operational expert, assisting frontline agents with complex inquiries.
- Work closely with Engineering, Field Ops, and Billing departments to facilitate case resolution.
- Conduct outbound follow-ups for customers with passive or negative NPS scores.
- Call customers with positive survey scores to request lead referrals.
- Identify trends in customer dissatisfaction and recommend process improvements.
- Act as a backup for frontline operations during outages or staffing shortages.
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