Customer Onboarding Specialist
Cebu
Customer Success /
Permanent - Full Time /
On-site
Who are we?
MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions. As we rapidly expand with offices worldwide, we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.
Read more about us here
Position Purpose Statement
The Customer Onboarding Specialist will manage the configuration of the MyPass platform portals and services to ensure that they meet specific customer requirements. This role will build and configure customer portals, adhering to a strict protocol of activities to ensure that the customer can be up and functioning within a designated timeframe to meet Service Level Agreements. The role will work in partnership with Customer Success Managers and closely with implementation teams, sales, and product teams, providing solutions and maintaining customer satisfaction.
Your Day to Day
- Efficiently process onboarding requests in adherence to business and service level requirements.
- Ensure the vendor onboarding program for new and existing asset owners is followed
- Coordinate with the Customer Success Managers to align onboarding steps and customer needs
- Create and configure customer portals tailored to customer-specific needs.
- Work with CS’s to highlight & resolve client-specific issues during onboarding
- Work with other cross-functional teams to highlight client issues
- Ensure any technical or operational issues encountered during onboarding are swiftly addressed
- Set up billing configurations in the industry portal
- Ensure that the customer’s portal is fully functional and compliant with their project-specific needs upon onboarding.
- Provide prompt and accurate responses to queries regarding onboarding, portal setup, features, and functionality.
- Capture and maintain customer data in the CRM to understand preferences and enable targeted marketing.
- Ensure that changes are properly communicated and documented to both customers and internal stakeholders
Our Ideal MyPasser
- Minimum of 1 year of experience in communications, onboarding, customer service/support, sales account management, or customer success
- Proficiency with modern business software such as CRM tools, spreadsheet applications, and communication platforms
- Ability to work independently with a high degree of focus and self-discipline
- Demonstrated ability to manage multiple tasks and deadlines in a fast-paced environment
- Has exceptional Attention to Detail
- Ability to collaborate and communicate effectively with internal teams
- Experience in a project management or a customer-facing technical role with customer success training is an advantage
- Experience working within a SaaS environment is an advantage
- Familiarity with service integration concepts or cloud platforms is a significant advantage
- Previous exposure to the resources industry or HR/Logistics systems is an advantage
- Can work with high volumes of data and understands the importance of data accuracy to foster automation and future AI integration.
Life at MyPass:
* Accessible and friendly office in Cebu IT Park
* Celebrate You - Anniversary gifts as early as your first work anniversary!
* Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, and a company-sponsored Healthcare Insurance worth PHP 110,000.00.
* Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!
* Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
* Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards
* Be Comfortable - Casual Friday every day!
* We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
* Generous Employee Referral Program - Rewards for referring top talent
Feel valuable
We’re big on culture. So much so that the team we've carefully curated are not only high-performers, they're also excellent humans. We foster an environment that is open, respectful and collaborative, where the status quo is challenged and both success and failure are celebrated.
MyPass champions diversity at all levels of the company, and we live by our core values that set us apart. We cultivate an inclusive culture and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. Our mantra is to make things happen, every single day.
Our company values:
Bring out the best - We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.
Challenge the norm - We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.
Treat people well - We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.
Walk the walk - We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word.
