Senior Customer Support Analyst

2 days ago

Mandaluyong City, National Capital Region, Philippines beBeeCustomerService Full time $50,000 - $80,000
Job Title: Service Support Senior Analyst

About the Role:

  • We are seeking a highly skilled professional to join our support team in a senior analyst position.
  • The successful candidate will be responsible for providing top-notch customer service, handling warranty cases, and coordinating with internal stakeholders.

Key Responsibilities:

  • Provide exceptional support to internal and external customers via phone and email, ensuring prompt resolution of issues.
  • End-to-end handling of warranty cases, including verification of warranty status, RMAs, compliance checks, and accurate invoicing.
  • Coordinate with regional teams and distributors across EMEA, NA, LATAM, and APAC to ensure seamless support.
  • Track and resolve customer support requests, escalating delays as needed, and maintain high customer satisfaction levels.
  • Document customer-reported problems, define severity, and ensure timely follow-up on agreed actions.
  • Monitor and maintain warranty claim data in Oracle Engagement Cloud and Oracle Donna, ensuring high data quality.
  • Audit service standards, assign incidents correctly, and provide parametric data to customers.

Required Skills and Qualifications:

  • General knowledge of at least one of the following: CRM, Microsoft Excel, PowerPoint, Word.
  • University degree or equivalent experience in a related field.
  • English proficiency: minimum upper-intermediate level.
  • 2+ years' experience in customer relations.
  • Strong ability to provide clear and accurate information.
  • Professional, adaptable, and able to prioritize according to customer needs.
  • Detail-oriented, motivated, and deadline-driven.
  • Excellent communication and interpersonal skills with a diplomatic approach.
  • Capable of working independently while meeting deadlines.

Benefits:

  • Foster a customer-first mindset.
  • Lead by example.
  • Promote transparent and open communication.
  • Learn and seek out development opportunities.

Our Core Principles & Behaviors:

  • Safety.
  • Integrity.
  • Respect.
  • Teamwork.
  • Diversity & Inclusion.
  • Think Big and Execute.
  • Act With Urgency.
  • Own It.
  • Drive Continuous Improvement.
  • Foster a Customer-First Mindset.
  • Lead by Example.
  • Promote Transparent and Open Communication.
  • Learn and Seek Out Development.

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