Customer Success Trainer - Manila, PH

Company Description

Balsam Brands is a multi-brand e-Commerce retailer with roots in holiday and home décor. Based in Silicon Valley, the company operates market-leading website such as www.BalsamHill.com. We strive for excellence in everything we do and have been honored to receive the following awards as a result:

  • Forbes: America’s Best Small Companies (2016)
  • Inc. 5000: America’s Fastest Growing Private Companies (2012, 2013, 2014, 2015)
  • San Francisco Business Times: Fast 100 – Fastest Growing Bay Area Companies (2012, 2013, 2014, 2015)
  • Silicon Valley Business Journal: 75 Fastest Growing Private Companies (2012, 2013, 2014, 2015)

The company’s outward focus on building trusted consumer brands along with its internal focus on excellence and being a great place to work have propelled it to consistent, rapid growth.

Balsam International is our Regional Operating Headquarters in the Philippines functioning remotely with a team of hard-working, passionate professionals who contribute significantly to the company’s success.

Job Description

Balsam International is looking for a Customer Success Trainer who will be responsible for the professional development of the core and seasonal customer success staff to deliver amazing customer experiences through email, live chat and SMS across multiple brands.

As our Customer Success Trainer, you will also be responsible for creating and delivering training modules and running classes of up to 30 people. You will test our team members for readiness, learn new products and services and deliver the information by developing creative teaching techniques consistent with the Balsam culture. You will also interact with the internal Balsam Brands teams and senior leadership ensuring they understand the training environment, have up-to-date reporting on training progress and identify current and ongoing business needs.


What you’ll be doing:

  • Assesses training needs of customer success staff; develops and delivers training materials.
  • Leads and supports the development of training plans and curriculum.
  • Interacts and reports to the leadership team on training environment, successes and opportunities for development.
  • Conducts training classes and utilizes a variety of teaching techniques including role playing; overcoming objections; empathy; creating a warm and positive experience for all customers.
  • Teaches sales and customer service techniques.
  • Develops and manages a team of new Trainers and Training Facilitators.
  • Develops and administers knowledge assessment testing.
  • Recommends and develops recursive training when necessary.
  • Interacts with all areas of the business on products and services to ensure current information at all times.
  • Provides training to existing employees on new tools/techniques.
  • Monitors, tracks and reports on training completion metrics.
  • Assists with QA monitoring, feedback and coaching.
  • Provides reporting on effectiveness, progress and improvements.
  • Performs other duties as required.
  • Some travel required.


What you bring to the table:

  • Graduate of any 4-year course.
  • Minimum 1-3 years of experience in call center operations and/or prior experience in customer service and training in a service industry is required.
  • Experience in customer service training and creating training curriculum.
  • Knowledgeable about existing and emerging training methods/tools.
  • Has knowledge on call center systems, ACD/IVR, performance statistics.
  • Experience in coaching and mentoring.
  • Comfortable with client facing interaction.
  • Has strong verbal and written communication skills.
  • Has strong presentation skills; strong analytical and problem solving skills
  • Ability to multi-task effectively.
  • Has high energy.
  • Ability to work in a fast-paced environment.
  • Ability to build rapport and listen attentively to the needs of the customers.
  • Ability to develop team members through positive motivation and training.
  • Technically savvy. Proficient knowledge in MS Office programs, internet browsing, etc.
  • Ability to adapt to change and innovation.
  • Experience in a Learning Management System, is a plus.
  • Experience working remotely, is a plus.
  • Comfortable in working through a task via electronic means (email, chat and task management applications)
  • Needs to have a fast, reliable internet connection with a minimum connection speed of 2MBPS (actual not subscribed)
  • Must live within Metro Manila, Cavite, Bulacan and Rizal only.


Nice to Have:

  • Must be willing to travel to a central site in Ortigas, Pasig to conduct several one week training classes.
  • Must have a dedicated, working laptop that meets the following specs:

OS: Windows 7/XP

  1. Processor: Intel Core 2 Duo E6600/Intel Core 2 Duo 2.4GHz/AMD Phenom X3 8750
  2. RAM/Memory: 2GB
  3. Hard Drive: 320GB

Recommended:

  1. OS: Windows 7 – 64 bit or better
  2. Processor: Intel Core i3 or better
  3. RAM/Memory: 4GB or higher
  4. Hard Drive: 500GB or higher

For Mac users:

  1. Processor: 2GHz Intel Core i7
  2. Memory: 8GB 1600MHz DDR3
  3. Startup Disk: Macintosh HD
  4. Graphics: Intel HD Graphics 4000 1536MB
  5. Processor: Intel Core i3 or better
  6. RAM/Memory: 4GB or higher
  7. Hard Drive: 500GB or higher

  • Must have a back-up laptop or desktop for use, if primary laptop encounters issues.
  • Must have a DSL, Fiber or Broadband connection with a minimum actual (not subscribed) speed of 2MBPS (Proof of subscription will be required)
  • Must have a back-up internet connection of the same speed, if primary internet connection becomes spotty.
  • Must be willing to work mostly on the graveyard shift, shifting schedules, or a fixed schedule and amenable to changes in work schedule depending on business needs.


STATUS: Full Time.


Location: Our corporate offices are based in Northern California with a Regional Operating Headquarters (ROHQ) in the Philippines. The Customer Success Trainer is a remote working position in Manila. Team members in the Philippines are ideally located within easy driving distance to Metro Manila for team outings. They have a great working environment at home with at least 2 MBPS internet connection speed. Company executives visit the Philippines regularly so team members attend in-person meetings from time to time.


Meet Some of Balsam Brands's Employees

Jacob G.

Brand & Visual Merchandising Strategist

Jacob works with various teams across Balsam Brands to optimize websites during the busy holiday season. He works on corporate redesign and ensures the company's visual standard.

Muhammad T.

Front-End Developer

Muhammad writes code for website content that appears online at Balsam Brands. At any time, he's working with various team members across departments to bring their web requirements to life.


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