Customer Service Representative

7 days ago

Biñan, Calabarzon, Philippines beBeeCustomerService Full time $25,000 - $45,000

Job Title:

Customer Service Specialist

Description:

  • This is an exciting opportunity to join our team as a Customer Service Specialist. As a key member of our customer-facing department, you will play a vital role in ensuring that our clients receive exceptional service and support.
  • Your primary responsibility will be to provide technical CRM support to internal and external clients, ensuring that they receive optimal services. You will monitor SLA performance and follow up on internal indicators to guarantee compliance with agreed-upon standards.
  • You will also create reports and coordinate with lead process review and changes to ensure that services are provided as requested. In addition, you will support excellence in customer service by attending training sessions and applying the learnings.

Key Responsibilities:

  • Technical CRM Support (45%):
    • Provide basic level support to all services or processes, ensuring completeness, accuracy, and timeliness of transactions processed.
    • Perform tasks such as coding, data uploads, and other non-recurrent activities as required.
    • Meet defined Key Performance Indicators, including productivity, effectiveness, efficiency, and business output.
  • General Support of BSD Processes and Services (30%):
    • Support all other BSD services with basic (Level 2) and/or CRM Assistant level (Level 1) expertise support.
    • Collaborate with colleagues to resolve complex issues via analytical thinking.
    • Solve problems and implement efficient solutions.
  • Operational SLA Compliance, Reporting, and Metrics (10%):
    • Comply with operational SLAs agreed upon with customers to achieve process, team, and individual performance goals.
    • Monitor metrics and indicators to ensure customer satisfaction and net promoter score goals are met.
  • C-SAT (Customer Satisfaction) and NPS (Net Promoter Score) (10%):
    • Achieve customer satisfaction and net promoter score goals through excellent customer service and adherence to customer service policies.
    • Attend customer service training sessions and apply the learnings to improve customer satisfaction.
  • Project Support and Ad-hoc Duties (5%):
    • Provide support for out-of-scope services, including project management and development of solutions and recommendations.
    • Develop materials and documents required to perform out-of-scope services.

Required Skills and Qualifications:

  • Good relationship-building skill set, both internal and with internal customers.
  • Experience with ERPs and CRMs or related tools.
  • Strong presentation abilities and impact while addressing customers with service information, reports, and other relevant data.

Benefits:

  • Able to travel domestically and internationally up to 10% of the time.

Others:

  • Fully command of English language (written and spoken).
  • Desirable: Spanish, French, or Portuguese (written and spoken).
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