Position Purpose Statement
The key purpose of this role is to provide support to new Customers when they are onboarded to the MyPass Global Platform by creating and configuring the Customer’s portal to meet their requirements. This role also provides support to existing Customers who expand their affiliate network on the MyPass platform. This role is often the first point of contact for new Customers and is responsible for the Customer’s first impressions of MyPass Global.
Key Responsibilities
- Processing onboarding requests received via the onboarding form and/or the internal request form in a timely manner and to business and service level requirements.
- Creating and configuring customer portals to meet their (or their affiliated businesses) requirements.
- Affiliating customers to the relevant business partners, as required by instructions contained in their onboarding form and each business partner’s business rules. .
- Setting up appropriate billing configurations via the automated billing system in the platform for customers paying by credit card (and as per business rules)
- Creating accurate invoices where the customer has an approved exception to paying by credit card.
- Following up and auditing portal creation, ensuring that accurate billing has been set up and that the customer has added billing details.
- Providing timely, accurate and professional responses to customer queries relating to the onboarding process, portal configuration, features and functionality.
- Pro-actively following up with customers to ensure that they have started to make use of the platform, and to provide tips / tools on how to maximise the platform
- Capturing the required customer data in the CRM to enable the business to understand the customer and their preferences.
- Educating customers in the features and functions of the platform through ticket interactions.
- Training new customers on the features and functionality of the platform.
Key Accountabilities
Accountability / task (% of time)
Processing onboarding and internal request forms to set up customer portals - 75
Conducting audits of customer portal and billing configurations - 10
Responding to customer configuration inquiries (??) -10
Internal meetings / stand-ups - 5
Measures of Success
- Customer NPS (survey results)
- Meeting onboarding productivity measurements
- Internal quality scores of customer communications
- Internal quality scores on customer configurations
- Meeting of service level targets
Development Objectives
How will the capability and responsibilities of this role change over time
0-3 Months
- Develop an intimate understanding of the product and range of use cases.
- Understand the importance of the role in ensuring our Customers have a good impression of the MyPass Global Product
- Understand and become proficient in the tools and systems required to perform the role to the expected level.
- Build internal relationships with the Customer Support team and the Implementation Specialists for the projects assigned to you.
3-6 Months
- Continue building expertise in the product to improve trouble-shooting capabilities
- Cross-skill in Support Helpdesk to understand some of the challenges faced by Customers.
6 – 12 Months
- Identify areas for improvement in processes and systems and work with the Team Manager to implement identified changes.
- Build presentation skills and confidence in presenting to an external Customer audience for training purposes.
12 - 24 Months
Potential growth opportunities including ... Earlier promotion is achievable based on performance.
Job Types: Full-time, Permanent
Salary: Php20,000.00 - Php26,000.00 per month
Schedule:
- 8 hour shift
Supplemental pay types:
- 13th month salary
- Overtime pay
- Performance bonus
Ability to commute/relocate:
- Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Required)
Expected Start Date: 07/01/2023
