Help Desk Support Specialist

2 days ago

Davao City, Davao, Philippines beBeeService Full time ₱250,000 - ₱450,000
Job Overview

As a key member of our customer service team, you will play a pivotal role in delivering exceptional support to our customers. Your primary responsibility will be to manage various customer issues, including billing and collections support, client inquiries, and product support.

Customer service representatives interact with customers to handle complaints, process orders, and provide information about our organization's products and services. Your tasks will include answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products.

Key Responsibilities
  • Inbound and outbound customer engagement during peak volume periods.
  • Non-licensed service requests handled with Customer Experience Coordinators; requests requiring licensed representatives to be transferred or given a call-back option.
  • Facilitate resolution of escalated or sensitive customer complaints through verbal or written contact with internal teams.
  • Adhere to provided scripts and FAQ responses.
  • Learn and understand company insurance products.
  • Answer calls and respond to customer complaints.
  • Access customer accounts and policy schedules.
  • Provide customers with detailed information about policies and products.
  • Recommend available products.
  • Forward customers to sales agents when a policy needs to be initiated or upgraded.
  • Typing up complaint reports.
  • Manage the customer complaint database.
Requirements
  • Proven people management and leadership skills.
  • Excellent communicator, both oral and written.
  • Strong problem-solving and communication skills.
  • Strong analytical skills to investigate and resolve customer issues.
  • Able to multi-task efficiently under time pressure.
  • Previous experience in managing customer-focused teams.
  • Proven experience in managing a service and support-focused team culture.

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