Customer Service Support Agent [2622-302609]

Resume/CV, Full name, Email, Phone, Current location, Current company

• What is your current/previous Monthly Basic Gross Salary in PHP? (Excluding allowances, bonuses, and 13th-month pay. Format: e.g., 20,000)
• What's your expected monthly gross salary in Php? (Required format: e.g., 20,000)
• How many years of experience do you have in the role you’re applying for?
• Where did you first encounter this job opportunity? choose one
• For a referral, please indicate the name of the referring LevelUp employee.
• What was the final step that made you decide to apply? choose one
• What is your standard notice period, and is there any flexibility to start sooner?
• Are you currently living in the Philippines on a full-time basis and legally authorized to work in the Philippines? If not, please explain. choose one
• Do you require a visa or any type of sponsorship to work in the Philippines? choose one
• If selected for this role, are you able to reliably commit to the required schedule: Monday-Friday, 9pm-6am or 3pm-12am? choose one
• Would you be open to making a slight adjustment to the shift schedule mentioned above?
• Do you intend to take on additional employment or paid work while employed in this role (including freelance/contract work)? If yes, please describe the expected timing and hours per week.
• Do you have a dedicated, distraction-free workspace with a stable internet connection suitable for professional video conferencing?
• Do you have direct experience handling customer retention, downgrade requests, or renewals? choose one
• Do you have direct experience working within a B2B SaaS or technology environment? choose one
• Have you previously used CRM platforms (such as Salesforce) or Customer Success software (such as Gainsight) to manage customer data and renewal pipelines? choose one
• This role involves managing the end-to-end renewal process for a high volume of accounts. Can you describe your experience with renewal management and what strategies you use to ensure a high retention rate? written answer
• You will be responsible for maintaining a "high bar" for CRM hygiene. How do you ensure data integrity in a fast-paced environment where you're handling dozens of interactions daily? written answer
• This role acts as the first line of defense for commercial escalations. Describe a time you successfully managed a difficult customer escalation. What was the situation, your actions, and the outcome? written answer
• The Customer Success Specialist works in a collaborative "Success Squad" with CSMs. Can you provide an example of how you've worked in a team to achieve a common goal, especially when your role was focused on commercial execution while others focused on product adoption? written answer
• This role requires agility and the ability to pivot between many different customer interactions daily without losing focus. How do you prioritize your tasks and manage your time effectively in a high-volume environment? written answer
• An account with an upcoming renewal in 30 days requests a 40% subscription downgrade, citing a lower price from a competitor and low feature usage. How would you handle the immediate conversation to protect Gross Revenue Retention (GRR)? written answer