Customer Advocate I

Job Summary/ Purpose:

The Customer Advocate take ownership of assigned clients and be the lead in the resolution of their issues. The Customer Advocate works within theirassigned groups to deliver exceptional customer service. This professional represents customers’ interests in company meetings, collaborate with the internal departments to resolve customer requests and issuesand contribute to the generation of new services and features to improve customer experience and customer satisfaction.

Primary Job Functions:

The successful applicant will be required to:

  1. Take ownership of their assigned clients and be the lead in the resolution of their issues.
  2. Be a powerhouse resource internally and externally, serve as a resident Emortelle expert by obtaining and sharing exceptional knowledge of Emortelle through development cycles.
  3. Resolve issues, requests and queries from clients and their group.
  4. Provide support andfeedback to group members.
  5. Keep senior management informed about issues or problems.
  6. Provides centralized
    • Processing and data verification services;
    • Compose initial document on new features, submit same to Technical for formatting and linking on the Web site;
    • Technical support to investigate and resolve issues;
    • Technical support to analyze customer requests and communicates such requests to the technical department;
    • Training for Customers’ Staff on all aspects of Emortelle operations;
    • Virtual and physical site visits to evaluate and enhance customer experience;
  7. Focused the above services on the assigned customer pool, using the OSS as the primary means of communications
  8. Conduct on-site upgrades and new installations locally and overseas as required.
  9. Submit weekly reports to the Manager - CAD detailing the status of incomplete requests and issues for each customer.The report should also indicate a percentage reflective of the perceive customer satisfaction level for each customer.
  10. Work with the Manager - Marketing and Customer Experience to explore opportunities for expansion of the customer’s services.
  11. Suggest in writing enhancements to the company’s product offerings.
  12. Ensure the formal submission of hand-over reportsto group members before proceeding on vacation, extended overseas projects or other absence.
  13. On return from projects, organize the submission of status reportsto management detailing successes, failures, and suggestions for improvements. Participate in the project debriefing meeting and suggest what could be improved.
  14. Performs other duties as assigned by Manager/Supervisor
Educational & Experience Requirements:

  • Certification in Computer Science / Accounting or equivalent.
  • Experience in Customer Service, Customer Advocacy, IT, Accounting or equivalent work-related experience.
  • Experience / familiarity with MSD’s Emortelle products highly desirable/advantageous.
  • Possession of a valid driver’s license and passport.
  • Ability to travel.
Competencies/Knowledge Requirements:

  • Ability to speak, read, and write effectively in English.
  • Communication Skills
  • Analytical Skills
  • Existing / ability to achieve expert-level knowledge of Emortelle and Add-Ons Software
  • Leadership traits and Team-Building Skills
To apply, please submit your detailed CV to This email address is being protected from spambots. You need JavaScript enabled to view it.
* Unsuitable applications will not be acknowledged.
Last modified on Monday, 18 November 2019 15:02
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