Customer Success Officer - Escalations - PERMANENT work from home, morning shift

Job Description This is a remote position. Role Title: Customer Success Officer (CSO) Type: Full Time Rate: 50k PHP​ Role Overview The Customer Success Officer is responsible for handling inbound and outbound customer interactions, ensuring a smooth customer experience from inquiry to resolution. This role also manages escalations—resolving complex issues, protecting the brand, and ensuring customer satisfaction while supporting revenue goals (e.g., payments and retention). Key Responsibilities 1. Customer Support (Day-to-Day) Respond to inquiries via phone, SMS, email, and chat Assist customers with: Course inquiries Application status Payments and billing concerns Document submission Provide accurate, timely, and professional responses Maintain a positive and helpful tone at all times 2. Escalation Handling Take ownership of complex or high-risk cases (e.g., complaints, refunds, delays, compliance concerns) De-escalate frustrated customers and provide solutions Investigate issues across teams (sales, admin, finance) Ensure fast resolution and proper follow-through Flag recurring issues and suggest process improvements 3. Retention Support Proactively follow up on customer commitments (e.g., document submissions, enrollment confirmations, next steps) Support the team in converting hesitant customers by reinforcing value and addressing concerns Handle objections and concerns professionally using empathy and solution-based communication Identify at-risk customers and take action to reduce drop-offs and cancellations Collaborate with sales and admissions teams to ensure a smooth customer journey Maintain consistent follow-ups to improve engagement and retention rates 4. CRM & Documentation Log all interactions in Zoho CRM (or relevant system) Keep customer records updated and accurate Track escalations and outcomes Tag and categorize issues for reporting 5. Collaboration Work closely with: Sales team (handover and follow-ups) Admissions/Admin (application progress) Finance (payment issues, refunds) Ensure smooth internal communication to resolve customer concerns Key KPIs First response time Resolution time Customer satisfaction (CSAT) Escalation resolution rate Payment collection / recovery rate Number of resolved tickets per day Required Skills & Experience Solid background as a TEAM LEADER/TEAM MANAGER in the call center/BPO industry. Strong communication skills (written and verbal) Experience handling complaints and escalations Ability to stay calm under pressure Problem-solving and critical thinking skills Experience with CRM systems (Zoho preferred) Nice-to-Have Experience in education, VET, or student support Familiarity with SMS tools (Twilio) Benefits WORK FROM HOME "FOREVER" + AU MORNING SHIFT Incentives such as 5-star hotel buffet (Solaire, Conrad, Okada, Grand Hyatt) Long term projects in a growing industry where you will make a significant impact on on someone's career. Great exchange rates! You get to keep what you make. No hefty paypal/upwork fees. Health Insurance (after 1 year) Fun and encouraging culture All expenses paid INTERNATIONAL TRAVEL incentive