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Customer Support Associate (Email Support) - Fixed Night Shift

No Experience


Established in 2005
51-200 Employees
Skyrise 3, 5th Floor, IT Park, Apas, Cebu City, Cebu
Posted On: September 15, 2021
Job ID: 388621


Are you a people person ? Can you keep many balls in the air at once, without losing sight of quality? Are you able to resolve sensitive situations to everyone’s satisfaction? Do you know the difference between good customer service and GREAT customer service?


In that case, we think you would make a great Support Associate! 


The Company


We’re a global provider of quality control and compliance services that helps brands and retailers manage their supply chains. Every year, we deliver some 215,000 inspections, audits, and lab tests. Our service quality is very important to us – in fact, “Client Passion” is at the top of our values list. If you're good at closing deals and providing exceptional customer service, join our dedicated sales team! 


The Job


Your primary responsibility is to support the fast-growing Customer Success Management (CSM) team by reliably maintaining and improving our processes. 


Our CSM team is here to help customers unlock more value and maximize their results with our software solution for quality and compliance. 


Our goal is to meet and exceed clients’ expectations by acting as trusted advisors supporting their digital transformation. 


Responsibilities / Key Responsibilities / Main Missions 


Customer Direct Support: 

  • Upload data for customers: Product, POs, Entities, Checklists, measurement charts 

  • Place booking made in QIMAone into QIMA Service Platform 

  • Support the Customer Service chat: on entry-level queries of our support chat (cache issues, resend invitations etc...) 

  • Prepare onboarding emails for customers 

  • Invitation email and guidelines to new users 

Standardization, Processes, Training: 

  • Contribute to Internal projects of formalization and standardization: all processes to be mapped in clear SOPs 

  • Create models to answer current business questions; validate and understand the conclusions 

  • Create presentations for Customer meetings 

  • Create quotation files and follow the invoicing process 

Monitoring, Tracking and Follow-up: 

  • Check daily the QIMAone Brand accounts to monitor activity 

  • Make sure all tickets are handled according to the SLA 

  • Follow the training completion with new users on a weekly basis 

Presentations and Content Creation: 

  • Prepare follow-up after demos: email, recording, dedicated handbook 

  • Create and edit videos: from demo and for training purpose 

  • Create aliases and maintain the logins and passwords 

  • Prepare test and defect checklists based on client’s documents and best practices

The Candidate


It could be you, if you have: 

    • A university degree graduate of Business or any related course; 
    • Good command of oral and written English; 
    • Self-initiated, independent and a good team player;
    • Open to fresh graduates who are highly trainable.


Candidate must have an exiting internet connection at home.