Senior Customer Advocate

2 days ago

Manila, National Capital Region, Philippines beBeeCustomerExperience Full time ₱900,000 - ₱1,100,000

We are seeking a seasoned customer advocate to join our team. As a senior customer advocate, you will be responsible for interacting with customers and supporting them to address inquiries and resolve concerns regarding our clients' products and services.

In this role, you will collaborate with internal and external teams to handle customer needs and provide timely and professional service. You will also continuously improve processes to enhance the customer experience.

Job Responsibilities
  • Interact with customers across multiple channels (SMS, email, chat, phone) to provide accurate and complete information with empathy and professionalism.
  • Handle customer consultation calls, technical troubleshooting, escalations, and complex investigations.
  • Troubleshoot product or service-related issues by investigating root causes, collaborating with internal teams, and ensuring timely resolution.
  • Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
  • Proactively identify customer needs and offer thoughtful solutions, accommodations, or next steps.
  • Ensure proper and timely escalation of issues to meet internal and external expectations.
  • Identify opportunities and recommendations for continuous process improvement.
  • Participate in initiatives that help scale support operations, optimize workflows, and enhance the overall customer experience.
Requirements
  • 3+ years of member or customer support experience, preferably in a fast-paced startup or concierge environment.
  • Previous experience supporting SaaS products.
  • Basic knowledge of cloud-based applications and MS Office applications.
  • Excellent reading comprehension, verbal, and written communication skills.
  • An ability to understand and communicate complex topics to customers.
  • Knowledge and experience with CRM tools is a plus.
Benefits
  • This is a 3-month contract role, with the possibility of extension depending on mutual fit and evolving team priorities.

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