Senior Client Experience Professional

3 days ago

Cebu City, Central Visayas, Philippines beBeeCustomer Full time ₱3,500,000 - ₱5,000,000
Job Summary

We are seeking a highly skilled and dedicated professional to serve as a Senior Customer Advocate. In this role, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding products and services.

As a Senior Customer Advocate, you will collaborate with internal and external teams in handling customer needs to provide timely and professional customer service. This position requires strong communication skills, empathy, and professionalism in dealing with diverse customer personalities.

Key Responsibilities
  • Interact with customers to provide accurate, valid, and complete information with the highest degree of courtesy and professionalism.
  • Customer consultation calls, tech troubleshooting, escalations, and investigations
  • Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
  • Ensure proper and timely escalation of issues to meet internal and external expectations.
  • Identify opportunities and recommendations for continuous process improvement.
  • Deliver service excellence and maximize customer satisfaction.
  • Work with the external team to stay updated on product and service knowledge.
Requirements
  • At least a bachelor's degree in any field
  • 3 years of customer service experience (email, phone, or chat support)
  • Previous experience supporting SaaS products
  • Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
  • Excellent reading comprehension, verbal, and written communication skills
  • Strong phone contact handling skills
  • Ability to understand and communicate complex ideas to customers both verbally and in written form
  • Knowledge and experience with Intercom CRM is a plus
  • Aptitude to quickly learn and navigate new technology, systems, and applications
  • Ability to accept feedback gracefully and with an open mind
  • Intermediate understanding of common Customer Experience best practices
  • Customer orientation and ability to adapt/respond to different types of characters
What We Offer
  • Private Health Insurance
  • Paid Time Off
  • Work From Home
  • Training & Development
Who We Are Looking For
  • Curious and authentic individuals who are passionate about delivering exceptional customer experiences
  • Analytical and critical thinkers with an eye for detail
  • Passionate about client satisfaction

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