Senior Customer Experience Specialist

13 hours ago

Antipolo City, Calabarzon, Philippines beBeeSupport Full time $40,000 - $60,000
Customer Support Specialist

We are seeking a highly motivated and customer-focused individual who is passionate about delivering exceptional support and experiences.

This role plays a crucial part in helping our customers use and troubleshoot our software products.

Key Responsibilities:
  • Critical Thinking: Provide timely and effective solutions to customers, utilizing your knowledge of our products and internet tools to resolve issues.
  • Effective Communication: Communicate clearly and proactively with customers and team members to share updates, manage expectations, and ask questions early.
  • Collaboration: Collaborate with team members through proper channels to respond to customer inquiries and concerns.
  • Liaison: Act as a liaison between customers and our Research and Development team.
  • Professional Representation: Represent us with professionalism and empathy in every interaction.
Information Management and Problem Solving:
  • Record Keeping: Record, track, and update customer requests through resolution.
  • Knowledge Base: Help maintain and improve our knowledge base by updating and creating helpful articles.
  • Customer Feedback: Share customer feedback to support product enhancements.
  • Performance Metrics: Meet or exceed performance goals for case volume, turnaround time, and customer satisfaction.
  • Multitasking: Build multitasking skills to manage multiple requests and ensure timely follow-up.
Teamwork and Growth:
  • Structured Career Paths: Our team offers clear, structured career paths – so you'll always know how to grow and what it takes to get there.
  • Subject Matter Expert: Become a subject matter expert on at least one of our products and help train new team members.
  • Training and Development: Participate in team activities and training to learn and feel included.
  • Goal Setting: Set and work toward goals for yourself, your team, and the company.
  • Coworker Recognition: Thank and recognize coworkers when they help or do great work.
  • Task Adaptability: Be ready to help with other tasks when asked, even if they're not part of your usual job.

The ideal candidate will have a positive attitude, strong communication skills, and a willingness to learn and grow.

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