Global Customer Service Advocate

4 days ago

Makati City, National Capital Region, Philippines beBeeCustomerService Full time
Job Description

We are seeking a skilled Customer Service Specialist to join our team. In this role, you will be responsible for providing exceptional customer service support to our corporate customers.

As a key member of our Operations & Client Service team, you will be the single point of contact for all operational queries related to our Treasury Solutions product and Crypto E-Commerce product.

Your primary objective will be to ensure that customer queries are resolved effectively and promptly across multiple channels, with a focus on high levels of satisfaction and service quality.

You will work closely with internal teams, including the Customer Service Team Lead, Head of Customer Service, and cross-functional teams, to resolve escalated issues and ensure customer concerns are addressed properly.

Additionally, you will collect, organize, and convey client feedback, ensuring that appropriate actions are taken by internal teams to improve services and systems.

Key Responsibilities
  • Provide 24/7 customer support via multiple channels, including Chat, Ticketing System, Email, and Phone.
  • Monitor risk operation alerts and technology dashboards, proactively identifying and raising issues to prevent service disruptions.
  • Collect and organize customer feedback regarding products, services, and capabilities, and collaborate with relevant teams to address concerns.
  • Work closely with the Customer Service Team Lead, Head of Customer Service, and cross-functional teams to resolve escalated customer complaints and ensure customer satisfaction.
  • Communicate any client feedback or concerns regarding services and systems to the Customer Service Team Lead, Head of Customer Service, ensuring proper action is taken by internal teams.
  • Ensure all client needs and deliverables are met within agreed timelines, including providing support in the preparation and submission of periodic reports and trackers.
  • Assist in the preparation and analysis of customer data to support effective customer relationship management.
  • Identify patterns or irregularities in client requests, offering insights and strategic suggestions to improve customer outcomes and processing efficiency.
Required Skills and Qualifications
  • 3+ years of experience in a similar role, with a strong preference for candidates with experience in a payments processor, issuing bank, or cryptocurrency payments company.
  • Exceptional customer service skills, with strong verbal and written communication abilities.
  • Proven ability to prioritize critical tasks and manage multiple responsibilities effectively while meeting deadlines in a fast-paced, growth-oriented environment.
  • Advanced proficiency in Microsoft Excel, including financial modeling and database management.
  • Strong work ethic, excellent judgment, initiative, and meticulous attention to detail.
  • In-depth understanding of business operations, with the ability to navigate the upstream and downstream activities that impact the operational finance team.
  • Demonstrated expertise in research, critical thinking, problem-solving, and analytical skills to drive decision-making.
  • Experience in B2B/B2C technology, fintech, or payment services sectors is highly advantageous.
Desirable Skills and Qualifications
  • Experience in a BPO or Banking setting/industry
  • Knowledge of ticketing systems or process
  • Experience of Fintech industry

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