ABOUT IGLOO
Igloo is a smart access control operating system built for multifamily, single family, and unmanned rental operations. We provide an end-to-end hardware and software solution giving property managers, operators, and tenants seamless, secure, and connected access experiences. We operate globally with footprints in the US, EU and APAC.
THE ROLE
The Customer Success Executive (CSE) is the frontline partner between igloohome and its customers. The role delivers fast, accurate and empathetic support across voice, email and chat, resolving product and account issues for both B2B and B2C customers. Beyond solving tickets, the CSE builds lasting relationships with customer accounts, turns customer feedback into insights for internal teams, and helps every customer get full value from igloohome’s products and services.
DUTIES & RESPONSIBILITIES
Customer Support & Issue Resolution
- Manage inbound and outbound customer interactions across phone, email and chat with accuracy and professionalism.
- Investigate, prioritise and resolve customer queries, complaints and technical issues accurately and completely, within agreed service level agreements (SLAs).
- Perform first-level troubleshooting and problem determination, and escalate or route complex cases to the appropriate team with clear, complete case notes.
- Handle dissatisfied or escalated customers calmly and professionally, de-escalating situations and working toward a fair resolution.
- Track every open case through to closure, following up and returning calls promptly so that customers are kept informed at each step.
Account & Relationship Management
- Build trusted, long-term relationships with assigned customer accounts, particularly B2B partners, through proactive and transparent communication.
- Go the extra mile to anticipate customer needs, identify opportunities to improve their experience, and promote retention and satisfaction.
- Maintain up-to-date knowledge of igloohome products, services, policies and promotions in order to give customers accurate guidance.
Documentation & Compliance
- Log all customer interactions, case details and resolutions accurately in the CRM and other igloohome-approved platforms.
- Process customer account requests and file related documents in line with company procedures and data privacy requirements.
- Follow established communication guidelines, quality standards and company policies in every interaction.
Collaboration & Continuous Improvement
- Work closely with the Product, Software, Sales and Marketing teams to resolve customer issues and share recurring customer feedback.
- Identify recurring problems and trends, and suggest improvements to processes, help-centre content and response templates.
- Use AI-assisted and automation tools responsibly to improve speed, consistency and quality of support.
- Attend team meetings, product trainings and refresher sessions, and apply learnings to day-to-day work.
QUALIFICATIONS
- Completed at least 2 years of college; a bachelor’s degree or a polytechnic/ITE diploma (or equivalent) is an advantage.
- At least 2 years of customer service experience handling calls, tickets and chat.
- At least 1 year of recent experience in a BPO or contact-centre environment.
- Hands-on experience with CRM or helpdesk systems (e.g., Zendesk, Freshdesk, Salesforce or similar).
- Experience using AI and automation tools in a support setting.
SKILLS & COMPETENCIES
- Communication: Excellent written and spoken English, with a clear, friendly and professional tone across all channels.
- Customer focus: Genuine empathy and patience, with the ability to adapt to different customer personalities and situations.
- Problem solving: Analytical, resourceful and comfortable troubleshooting technical or app-based issues.
- Organisation: Strong ability to multi-task, prioritise and manage time effectively in a fast-paced environment.
- Ownership: Takes accountability for cases from start to finish and works independently with minimal supervision.
- Teamwork: Collaborates openly with colleagues and cross-functional teams.
PREFERRED (ADVANTAGEOUS)
- Experience supporting smart home, IoT, hardware or app-based products.
- Experience managing B2B accounts or working with international customers across multiple time zones.
- Familiarity with knowledge-base management or writing help-centre articles.
WORKING CONDITIONS
- Remote (work-from-home) role; the candidate must be based in Cebu, Philippines.
- Full-time position on rotating shifts, which may include nights and public holidays.
- A stable, high-speed internet connection and a quiet, dedicated workspace are required.
- Willing to travel occasionally when required for training, team events or business needs.
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