Customer Support Champion

10 hours ago

San Fernando, Central Luzon, Philippines beBeeCustomerService Full time ₱1,500,000 - ₱2,000,000
Job Description:

The Customer Experience Fellow is a key role, responsible for delivering exceptional customer support and experience. This fellowship is an exciting opportunity to contribute to the growth of our crowdfunding platform.

This role requires a highly skilled and dynamic individual who can effectively manage customer inquiries, resolve conflicts, and provide comprehensive solutions to customer queries. The ideal candidate will possess great decision-making skills, experience with CRM/account management software, and a strong sense of empathy towards customers.

Key Responsibilities:
  • Support customers via direct chat or phone, responding to all messages within agreed SLA
  • Follow all guidelines and protocol to approve and review campaigns in a timely manner
  • Prioritize responses to tickets accordingly based on urgency, level of support needed, and complexity
  • Use the CRM to take diligent notes and add context to customer data
Core Competencies:
  • Great decision-making skills and judgment: Make sound decisions in the best interests of our customers
  • Experience with CRM/account management software: Familiarity with CRM tools to manage customer interactions and data effectively
  • Dependable: Consistently adhere to shift times and schedules to ensure uninterrupted customer support
  • Aware of cultural nuances/challenges: Understand the dynamics that may affect our customers' experiences
  • Strong communication skills: Communicate complex information in a user-friendly manner, ensuring customers easily grasp the solutions provided
  • Problem solver: Demonstrate a commitment to finding innovative solutions to challenges and delivering an excellent customer experience
  • Ownership: Proactively seek ways to enhance our overall user experience and improve internal processes
  • Empathy: Show a strong sense of empathy towards our 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 the ability to work effectively in a team, supporting colleagues and contributing to a harmonious work environment
  • Time Management Abilities: Strong time management skills to juggle multiple customer interactions and tasks simultaneously, ensuring all are handled efficiently and within deadlines
  • Compliance Knowledge: Familiarity with industry-specific regulations and compliance standards related to online fundraising and crowdfunding platforms, ensuring that all customer interactions are in line with legal and ethical requirements
  • Attention to Detail: Meticulous attention to detail in documenting customer interactions, ensuring accuracy in data entry, and preventing errors

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