Customer Operations Specialist

JR-13480: Customer Operations Specialist | WFH

Cloudstaff is a leading provider of smarter outsourcing solutions, with its cutting-edge technology, exceptional people practices, superb employee engagement, and unparalleled work-life balance. We have been recognized and awarded twice as one of the Best Companies to Work for in Asia. Cloudstaff is not just another outsourcing provider - we are your true difference maker.

Future-proof your career with Cloudstaff and open the doorway to unlimited success. Join a family of like-minded individuals who value collaboration, respect, and a healthy work-life integration. Together, well create an atmosphere where you can thrive personally and professionally.

13 World-Class Offices Across the Globe
5,000+ Amazingly Talented Cloudstaffers
4.6 ★ Overall Feedback Rating on Glassdoor

Work Setup:
Work From Home
Night Shift

RESPONSIBILITIES
Review Collection Calls

• Interview clients about their experience with a service provider over the phone, following a series of scripted questions to guide the conversation
• Conduct basic online research prior to the interview to validate the client’s professional details
• Upload the audio recording of the call to a CMS following the established process

Reference Outreach Calls

• Cold call clients of service providers with the intent of collecting a review
• Track the results of each call in a CRM following established processes

External Support Tickets

• Navigate to open tickets in Clutch’s CRM
• Respond to and resolve tickets according to established processes, policies, and SLAs
• Source support and answers from other departments as necessary

Internal Ticket Pipelines

• Profile Optimization Tickets: Support efforts to build out and add detail to service provider profiles, setting them up for a better experience within the platform
• Onboarding Prep Tickets: Support the onboarding team in preparing for a new customer by building out their Clutch profile for an optimal experience and updating an introductory slide deck

Paid Account Support

• Work with a dedicated account manager to support a collection of their accounts through various ticket, email, and phone support channels

QUALIFICATIONS

• 1-2 years of professional experience
• Advanced English skills (both spoken and written)
• Familiarity with the B2B industry
• Familiarity with CMS platforms (WordPress, Drupal, etc.)
• Familiarity with CRM platforms (Salesforce, HubSpot, etc.)
• Basic online research skills

About Cloudstaff
Cloudstaff was established in 2005 by Australian internet pioneer, Mr. Lloyd Ernst. The company currently has over 4,000 employees headquartered in the Philippines with a leadership team that consists of both Western and Filipino executives. We help companies be more competitive through smarter outsourcing.

Why will you love working with Cloudstaff?
Cloudstaff is committed to building the #1 Workplace Everywhere, and this is what makes us unique in the outsourcing industry. We take the time to understand what our people need and what it takes to maintain a productive and happy work environment. Everything we do is aimed at providing our staff with a work culture that they can look forward to every single day. From staff engagement initiatives to meaningful perks, we ensure that we do the best we can and that we do it better every time. We take pride in our awesome workforce and we deliberately support their personal and professional development with our specialized training programs and mentoring. Being #1 is not about us, it’s all about our people, it’s all about you!

• Competitive Pay
• Company-Provided PC/Laptop Set-Up & Fiber Internet Connection
• HMO/Medical & Dental Insurance Coverage + 1 FREE Dependent (16th Day Upon Hire Date)
• Rice Subsidy
• Quarterly CS Perks (Groceries & Snacks)
• Work Travel Insurance
• Service Incentive Leaves
• Employee Share Units
• FREE Access to CS Academy Courses
• Ongoing Career Advancement Opportunities
• Social Clubs & Special Interest Groups

Unlock these exceptional Employee Benefits & Perks when you get hired in CLOUDSTAFF!

Job Type: Full-time

Schedule:

• 8 hour shift