Technical Support/Client Onboarding Associate (Data Center) Shaw Onsite | Night
This is Work On Site in IBEX Shaw, Mandaluyong and on a Night Shift.
The Customer Care Onboarding Associate (Technical/Data Center) is responsible for ensuring a smooth and positive onboarding experience for new/existing Data Center clients. This role serves as the primary point of contact during the onboarding process, guiding customers through account setup, product orientation, training, and issue resolution while delivering exceptional customer service.
Key Responsibilities
· Guide new customers through the onboarding process from enrollment to successful product or service adoption.
· Conduct onboarding sessions, orientations, and product demonstrations.
· Assist customers with account setup, documentation requirements, and system access.
· Respond to customer inquiries via email, ticketing system or other communication channels
· Identify and resolve onboarding-related issues and escalate complex concerns when necessary.
· Monitor onboarding progress and ensure customers complete all required steps.
· Maintain accurate customer records and update internal systems with onboarding activities.
· Collaborate with Internal teams to improve the customer experience.
· Educate customers on company products, services, policies, and best practices.
· Gather customer feedback and recommend process improvements.
· Ensure compliance with company standards, policies, and data privacy requirements.
· Respond to email inquiries and requests through Customer Success Team Mailbox
· Process and assign incoming requests from Customers from the Customer Success Team & Tour Request Mailboxes, Global Service Now and SFDC
· Accomplish Special Projects from Customer Success Managers
· Draft Recognition emails and thank you email
Employer questions
- What's your expected monthly basic salary?
- How many years' experience do you have in the BPO industry?
- How many years experience in IT Technical Support do you have?
- How many years' experience do you have as a Client Onboarding Associate?
- How much notice are you required to give your current employer?
- How many years' experience do you have as a Customer Care Analyst?
Company profile
Solutions for Global Business Needs
Delivering superior customer services for over 10 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions.
Headquartered in Washington, DC. IBEX Global delivers onshore, near shore and offshore solutions in 5 countries, across 18 call centers employing over 7000+ customer service professionals. The recipient of several client and community awards such as the Goodwill Industries Employer of the Year, IBEX Global is one of the most forward thinking companies in the BPO industry.
Capitalizing on Our Core Strengths
Our singular focus is providing reliable, consistent, predictable performance. Our outstanding employees manage worldwide customer relationships on behalf of our business partners and deliver these customer experiences with a combination of passion, world class training and leading-edge technology. We stand by core organizational values that have helped us deliver our value proposition to global companies for over 10 years.
At IBEX Global our mission is to build the industry’s most dynamic team of customer service and marketing associates and deliver cost-effective, high-impact customer management strategies to the world’s leading organizations.
We believe that we will successfully execute our mission by capitalizing on our core strengths and adhering to key organizational initiatives:
INTEGRITY
Our integrity ensures our credibility. Honor your commitments and take ownership of your actions. Our words and deeds are truthful and reliable.
RESPECT
Treat others the way we want to be treated and create a culture of mutual appreciation, regard and value. Act towards others with dignity and help one another succeed.
TRANSPARENCY
Clear, candid and open communication must drive all interactions. Transparency makes our actions understood, creates reliability and fosters collaboration. We maintain and encourage straightforward dialogue with our employees, clients and stakeholders.
EXCELLENCE
Strive for excellence in all that we do. Take great pride in your work as each employee’s contribution is vital towards delivering exceptional customer service to our clients. Provide this extraordinary experience and reward superior performance.
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