Knowledgeable Customer Solutions Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines beBeeCustomerService Full time ₱800,000 - ₱1,100,000
Job Description

Assists agents with customer request/problem identification, resolution, escalations, and sales conversations.

Responsibilities
  • Provides defined procedures to accurately resolve issues, up-sell, and cross-sell.
  • Documents troubleshooting/resolution efforts and customer information in a data capture tool and transfers call or notifies responsible party for resolution when required.
  • Performs incident notification and escalation to communicate problems/requests/issues effectively and receive proper management attention.
  • Develops and maintains knowledge of domain and client-specific products, processes, tools, business environment, incident management, and knowledge management tools/client information systems. Participates in on-the-job and classroom training and calibration sessions to develop product, industry, and professional skills.
  • Acquires and shares information expertise, direction, and goals required for the team to be successful via huddles, mentorship, feedback, coaching, process knowledge tests/assessments, calibrations, and floorwalking guidance to improve performance, customer interactions, sales revenue, resolution, and processes.
  • Demonstrates understanding of customer's business needs or market and maintains high customer satisfaction ratings, resolution rates, and sales revenue results.
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills, and being receptive to coaching and constructive feedback.
  • Promotes client products and services by suggesting additional or alternative products to meet customer needs and drive sales revenue.
  • Follows up on incidents with customers to ensure customer satisfaction and resolution.
  • Takes accountability for effectively handling senior-level escalations or customer complaints received via various sources.
  • Provides high-quality customer service support for resolution of customer problems, issues, requests, and queries received via call, web chat, social media, or email with a professional, knowledgeable, and empathetic approach.
Required Skills and Qualifications
  • Provides and follows defined procedures to accurately resolve issues, up-sell, and cross-sell.
  • Documents troubleshooting/resolution efforts and customer information in a data capture tool and transfers call or notifies responsible party for resolution when required.
  • Performs incident notification and escalation to communicate problems/requests/issues effectively and receive proper management attention.
  • Develops and maintains knowledge of domain and client-specific products, processes, tools, business environment, incident management, and knowledge management tools/client information systems.
Benefits
  • Demonstrates understanding of customer's business needs or market and maintains high customer satisfaction ratings, resolution rates, and sales revenue results.
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills, and being receptive to coaching and constructive feedback.
  • Promotes client products and services by suggesting additional or alternative products to meet customer needs and drive sales revenue.

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