Careers at Eezee

PH – Customer Success Executive

Job Overview

The Customer Success Executive reports to the CS Team Leader and is responsible for supporting the commercial growth of Eezee through ensuring our customers get a delightful experience interfacing with Eezee.

Job Interactions & Interface:

This role interacts with cross-functional teams: BD, Seller Team, PIMS, L&F, Order Management Team, Finance, HR, etc.

This role reports to: CS Team Leader

Key Responsibilities

  1. Responsible to handle all customer queries from all engagement channels (Calls, Email & Chat)
  2. Ensuring customer enquiries are addressed in a timely manner in the areas of: o Fulfilling sourcing requests o Pushing quotations through Eezee system (QnF; liaising with Seller Team) o Updating customers on stock availability o Updating customers on logistic arrangements o Claim, exchange & refund
  3. Working with Sales Team (BD) to ensure a seamless onboarding of Enterprise account
  4. Gain deep familiarity with Key and SML account requirements in collaboration with the Buyer and Account Management team o Regular purchase cycles – trigger re-stock notifications and monitoring orders o Industry categorization by collaborating with BD or ST o Product requirements and criteria o Understanding customer needs through active listening and need-based questions
  5. Uphold customer service standards by being Eezee’s champion on: o Voice procedures o Being a partner to our clients, we represent client’s needs and requirements o Building a relationship with our customers
  6. Collaborating with Seller, Buyer and PIMS (Product Category) teams to ensure a consistent tracking of key data points for reporting
  7. Have a deep understanding of Customer SLAs targets and meeting department requirements in a collaborative manner
  8. Experience in Customer Success for 1 year is a must
  9. Experience in Outsourced Procurement/Sourcing is highly preferred but not required

Job Type: Full Time
Job Location: Makati PH

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