Resolution Specialist

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeCustomer Full time ₱48,000 - ₱76,000

We are seeking a highly skilled and empathetic specialist to join our support team. This is a critical role responsible for managing and resolving escalated customer issues, ensuring every customer feels heard and valued, and protecting the brand's reputation.

In the last 2 years, we've grown this brand from $0 to multi-figure revenue and now need a driven and knowledgeable specialist to take our customer experience to the next level.

What Should You Expect?

  • One of the fastest-growing and most innovative DTC brands in the world.
  • Highly experienced founders team with multiple successful projects and over $700M+ in collective experience.
  • A self-improvement-driven culture of top A-players in their respective fields.
  • We're here to perform and have a great time while doing it.
  • We push each other to become better versions of ourselves. We're a micromanagement-free environment.

Job Responsibilities:

  • De-escalate and Resolve: Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues, primarily via phone.
  • Problem-Solving: Think critically and proactively to solve complex problems, taking ownership of issues from start to finish.
  • Stakeholder Management: Coordinate with internal stakeholders to gather information and ensure timely resolutions.
  • Documentation & Reporting: Document all customer interactions and resolutions in Zendesk to maintain a clear record.
  • Feedback Loop: Provide clear feedback to improve processes and prevent future complaints.

Core Skills:

  • Exceptional Verbal and Written Communication
  • Emotional Intelligence and Empathy
  • Critical Thinking and Problem-Solving Mindset
  • Zendesk and Telephony System Proficiency

Your Experience:

  • 2+ years in a similar customer support role, with a focus on handling escalated complaints.
  • Proven track record of de-escalating angry or frustrated customers.
  • Proficiency with Zendesk and modern telephony systems is required.

Hiring Process:

Rounds include review and evaluation, discovery call, practical assessment, and meet the team.

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