Customer Service Delivery Manager

2 days ago

Calamba, Calabarzon, Philippines beBeeSupport Full time $60,000 - $80,000
Customer Care Specialist

This is a key role in our organisation responsible for gathering information from customers and ensuring their continued support and success after implementing our product.

Key Responsibilities:
  • Respond to and resolve customer tickets, calls, and queries related to our product in a timely manner.
  • Assist and collaborate with the wider team to provide best practice system use and education to customers.
  • Proactively analyse product functionality, understand logic, and test to identify user errors and root causes, staying aware of product changes and enhancements.
  • Conduct triage of customer support issues and assign to the appropriate team or resolve where possible.
  • Escalate bugs or product logic/functionality concerns as necessary, in collaboration with seniors/team leads.
  • Work with customers across multiple channels (email, chat, phone) to understand organisational workflow and how the platform can support people processes.
  • Use internal tools to maintain records, investigate tickets, and reference customer interactions in accordance with SLAs.
  • Contribute feature requests and Help Centre suggestions based on customer insights.
Requirements:
  • 1-2 years of experience in a fast-paced customer service/support environment across live chat and email.
  • Relevant experience (e.g., payroll).
  • Prior experience in a customer experience environment.
  • Exposure to working in fluid environments.
  • Strong problem-solving and troubleshooting skills.
  • Ability to manage competing priorities and work autonomously, seeking help when needed.
  • Strong verbal and written communication skills.

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