Client Success Specialist

Things to know before applying :

you must have your own work equipment

you are able to work remotely

you can work full-time for this role

experience working with clients / companies outside PH is an advantage

only candidates who meet the requirements will be contacted

About the Role :

We’re looking for a Customer Service Representative with experience using Salesforce Service Cloud to join our growing team. This role is open to professionals across all experience levels — whether you're just getting started or have years of experience in customer support, we want to hear from you!

As part of our support team, you'll be responsible for handling customer inquiries, resolving issues efficiently, and delivering a positive customer experience through various channels (email, chat, or phone). You’ll also play a key role in maintaining accurate records and ensuring timely ticket resolution via Salesforce Service Cloud.

Key Responsibilities :

Respond to customer inquiries and support requests in a timely and professional manner

Use Salesforce Service Cloud to manage, escalate, and resolve tickets

Maintain detailed and accurate customer records and case documentation

Troubleshoot customer issues and provide clear, actionable solutions

Collaborate with internal teams (e.g., technical support, product, sales) to resolve complex issues

Identify recurring customer issues and provide insights for product or service improvement

Ensure service level agreements (SLAs) are met

Promote customer satisfaction and loyalty by going the extra mile when needed

What We’re Looking For :

Experience using Salesforce Service Cloud for managing tickets (required)

Experience in Jira and Microsoft Entra (required)

Strong written and verbal communication skills

Customer-first mindset with a proactive and empathetic approach

Tech-savvy and comfortable using different support tools and systems

Ability to multitask, prioritize, and manage time effectively

A team player who enjoys solving problems and helping others

Flexible and adaptable to changes in process, tools, or team needs

Nice to Have (Especially for Mid-Senior Levels) :

Experience handling escalated or complex customer issues

Familiarity with support metrics (e.g., CSAT, FCR, ticket volume reporting)

Ability to create or update knowledge base content

Experience mentoring junior team members or leading support initiatives

Qualifications :

2–5+ years of experience in a customer service or support-related role

Proven ability to learn quickly and work independently

Hiring Process : Phone screening

Behavioral interview

Client interview

About Adaca :

Adaca is at the forefront of bridging software development solutions by connecting Australian mid-tier companies with top-tier talents in the Philippines. Our unique approach is rooted in creating an employee-centric experience that fosters a simple, low-pressure environment for our developers. This philosophy not only enhances productivity but also delivers unparalleled value to our clients, fostering a cycle of growth and talent attraction.