Senior Customer Engagement Specialist

3 days ago

Mandaluyong City, National Capital Region, Philippines beBeeEmpathy Full time ₱2,000 - ₱3,000

Customer Experience Excellence Required

Are you a skilled customer experience specialist with excellent communication skills and the ability to work effectively in a team? We are seeking a highly dynamic professional to join our organization.

The ideal candidate will have 1-2 years of customer service experience, strong time management skills to juggle multiple customer interactions and tasks simultaneously, ensuring all are handled efficiently and within deadlines.

  • Provide exceptional support to customers via direct chat or phone.
  • Respond promptly to all messages within Service Level Agreement (SLA).
  • Ensure compliance with guidelines and protocols to approve and review campaigns in a timely manner.
  • Prioritize responses to tickets accordingly based on urgency, level of support needed, and complexity.
  • Follow up on all voicemail or missed chats within 24 hours.
  • Add value by helping new customers onboard within agreed SLA.
  • Use holistic approach to resolve customer queries.
  • Document customer interactions diligently using CRM tools.
Key Competencies:
  • Sound decision-making skills and judgment to make informed decisions in the best interests of our customers and the company.
  • Experience with Customer Relationship Management (CRM)/account management software to manage customer interactions and data effectively.
  • Dependability: Consistently adhere to shift times and schedules to ensure uninterrupted customer support.
  • Awareness of cultural nuances and challenges that may affect our customers' experiences.
  • Strong communication skills to convey complex information in a user-friendly manner.
  • Problem-solving skills to demonstrate commitment to finding innovative solutions to challenges.
  • Ownership: Proactively seek ways to enhance our overall user experience and improve internal processes.
  • Empathy: Show strong sense of empathy towards users, maintaining an upbeat and supportive attitude.
Requirements:
  • Relevant Experience: Have 1-2 years of Customer Service experience.
  • Conflict Resolution Experience: Previous experience in effectively resolving customer disputes and conflicts while maintaining a positive customer relationship.
  • Team Player: Collaborative mindset with ability to work effectively in a team, supporting colleagues and contributing to a harmonious work environment.
  • Time Management Abilities: Strong time management skills to handle multiple customer interactions and tasks simultaneously.
  • Compliance Knowledge: Familiarity with industry-specific regulations and compliance standards related to online fundraising and crowdfunding platforms.
  • Attention to Detail: Meticulous attention to detail in documenting customer interactions, ensuring accuracy in data entry, and preventing errors.

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