Intermediate Customer Success (Service) Agent

Responsibilities 1. After sales support • Set up new customer accounts in the Admin portal • Input orders into Admin portal • Communicate Delivery plans to customers • Enter vehicle information into Admin portal • Load NZTA vehicle data into system • Configure new account to match customers business and requirements. • Setup new users for customer • Assist new customer by loading addresses, products and other masterfile information • Ensure communication channels are kept open and all stakeholders are kept in the loop at all times. 2. Customer Relations • Answering customer queries and/or passing on to relevant person • Load and manage customer tickets in Jira • Troubleshooting customer queries to help identify potential solutions • Providing a high level of customer service to all new and existing customers • Endeavour to understand customer’s business and match feature sets to needs 3. Training • Assist remote customer training in the use of TrackIt software and hardware • Provide and improve guides 4. Installation • Manage installation schedule for hardware • Liaise with customer and installer(s) to ensure satisfactory installation • Ensure customers are aware at all times of timeframes for installation 5. Road User Charges (RUC) • Assist customers with NZTA sign up process • Set up customers in RUC system and load RUC history • Monitor RUC handling for major customer accounts 6. Administration • Ensuring accurate client information is in the system in a timely manner • Following up on all queries and emails within agreed timeframes 7. EODDATA Responsibilities • Respond promptly and professionally to customer inquiries via email. • Troubleshoot and resolve user issues related to data access, subscriptions, downloads, and platform usage. • Escalate unresolved technical issues to the appropriate team with detailed documentation. • Assist customers with account setup, password resets, billing inquiries, and subscription modifications. • Ensure data accuracy and privacy when handling customer information. Requirements • 4+ years of relevant work experience • A Technical Support background (preferred). • The ability to learn and adapt quickly to new systems, processes, and products. • Strong problem-solving skills. • High attention to detail. • Excellent written and verbal communication skills. • Confidence in handling customer enquiries and resolving issues. • The ability to work effectively in a fast-paced environment. • A proactive attitude with a strong sense of ownership and accountability. Work Arrangement • Work Setup: On-site • Work Hours: Monday to Friday, 3:00 am to 12:00 pm PHT, should complete nine (9) hours work, inclusive of one (1) hour lunch break Perks & Benefits • Day 1 HMO & Protection: Prioritize your peace of mind! Secure your health with HMO coverage right on day one, plus full life and accident insurance. • Go Global: Build your portfolio with international accounts and continuous upskilling to fast-track your career. • Workplace Perks & Great Culture: Work out of a sleek Ortigas hub, snag flexible work options, and enjoy a vibrant team culture packed with regular events and dedicated HR support every step of the way.