Experience Driven Customer Advocate

2 days ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeCustomer Full time ₱3,600,000 - ₱7,200,000
Customer Experience Expert

The Opportunity:

We are seeking a highly skilled and empathetic individual to manage and resolve escalated customer issues, ensuring every customer feels heard and valued, protecting our brand's reputation.

Our company has experienced rapid growth in the last two years, achieving significant revenues.

As a result, we need a driven and knowledgeable specialist to join us in taking our customer experience to the next level.

What can you expect from this role?

  • A fast-growing and innovative organization with a great self-improvement-driven culture of top performers.
  • Highly experienced leaders who are passionate about delivering results and having fun while doing it.
  • No micromanagement, allowing you to work independently and take ownership of your tasks.

Key Responsibilities:

  • De-escalate and Resolve: Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues via phone.
  • Problem-Solving: Think critically and proactively to solve complex problems, taking ownership of issues from start to finish.
  • Stakeholder Management: Coordinate with internal stakeholders to gather information and ensure timely resolutions.
  • Documentation & Reporting: Document all customer interactions and resolutions in our system to maintain a clear record.
  • Feedback Loop: Provide feedback to improve processes and prevent future complaints.

Core Skills and Competencies:

  • Exceptional Verbal and Written Communication
  • Emotional Intelligence and Empathy
  • Critical Thinking and Problem-Solving Mindset
  • Zendesk and Telephony System Proficiency

Your Experience:

  • 2+ years in a similar customer support role, handling escalated complaints.
  • Proven track record of de-escalating angry customers and driving issues to a successful resolution.
  • Proficiency with Zendesk and modern telephony systems.
  • Preference for candidates with e-commerce market experience.
  • Outstanding English language skills, both written and spoken.

Hiring Process:

Rounds 1-4 include review and evaluation, discovery calls, practical assessments, and final team meetings to ensure cultural fit.

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