Merchant Customer Care Representative

3 days ago

Davao City, Davao, Philippines beBeeCustomerSupport Full time $55,000 - $75,000
Role Overview

The Merchant Support Specialist position at our organization is a customer-facing role that demands exceptional communication and problem-solving skills. The successful candidate will be accountable for delivering a superior customer experience by responding promptly to customer inquiries, troubleshooting technical issues, and offering solutions or escalating when necessary.

The Position

We are seeking a highly skilled and knowledgeable Support Specialist to join our team. As a Support Specialist, you will report to the Support & Implementation Manager and interact with customers daily via email, Slack, and chat to resolve issues and deliver an outstanding customer experience. You will also have the opportunity to become a product expert and contribute to internal knowledge-sharing through documentation and training.

Main Responsibilities
  • Deliver a Best-in-Class Customer Experience
  • Troubleshoot Technical Issues and Offer Solutions or Escalate When Needed
  • Become a Product Expert and Answer Questions Quickly and Accurately
  • Manage Open Customer Conversations and Ensure All Tickets Are Resolved in a Timely Manner
  • Collaborate with Internal Teams on Escalated or Complex Issues
  • Identify Trends in Support Issues and Share Insights with Product, Tech, and Ops
  • Contribute to Internal Knowledge-Sharing Through Documentation and Training
Requirements
  • Proven Experience in Merchant Support, Customer Support, or a Related Role
  • Proven Experience in E-commerce, SaaS, or Analytics
  • Excellent Communication and Problem-Solving Skills
  • Able to Assist Individuals and Think on Your Feet
  • Comfortable Handling Multiple Tasks and Juggling Priorities
  • Ability to Multitask, Stay Organized, and Manage Time Effectively
  • Familiarity with Tools Like Tableau, Looker, SQL, or BI Platforms is a Plus
Culture & Values

We live by these core values:

  • Put Customers First - Be Honest and Transparent. Always Act in the Customer's Best Interest.
  • Be Helpful - Support Team Members, Customers, and Partners with Generosity and Kindness.
  • Strive for Excellence - Commit to Being World-Class at What You Do.
  • Build a Diverse, World-Class Team - Hire the Best, and Invest in Feedback and Growth.
  • Perspectives Matter - Speak Up When You Disagree. Everyone Is Responsible for Making Us Better.
What We Offer
  • Competitive Compensation and Equity Packages
  • Flexible Vacation and PTO

This job description has been created to reflect the essential duties and responsibilities of the position. It is not intended to be an exhaustive list of every task associated with this role.

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