Customer Success Officer - Escalations - PERMANENT work from home, morning shift

This is a remote position. Role Title: Customer Success Officer (CSO) Type: Full Time Rate: 50k PHP​ Role Overview The Customer Success Officer is responsible for handling inbound and outbound customer interactions, ensuring a smooth customer experience from inquiry to resolution. This role also manages escalations—resolving complex issues, protecting the brand, and ensuring customer satisfaction while supporting revenue goals (e.g., payments and retention). Key Responsibilities 1. Customer Support (Day-to-Day) Respond to inquiries via phone, SMS, email, and chat Assist customers with: Course inquiries Application status Payments and billing concerns Document submission Provide accurate, timely, and professional responses Maintain a positive and helpful tone at all times 2. Escalation Handling Take ownership of complex or high-risk cases (e.g., complaints, refunds, delays, compliance concerns) De-escalate frustrated customers and provide solutions Investigate issues across teams (sales, admin, finance) Ensure fast resolution and proper follow-through Flag recurring issues and suggest process improvements 3. Retention Support Proactively follow up on customer commitments (e.g., document submissions, enrollment confirmations, next steps) Support the team in converting hesitant customers by reinforcing value and addressing concerns Handle objections and concerns professionally using empathy and solution-based communication Identify at-risk customers and take action to reduce dro