Customer Experience Professional

6 days ago

Sorsogon, Bicol, Philippines beBeeCustomerExperience Full time ₱2,500,000 - ₱4,000,000
Customer Experience Role

Our company is seeking a highly skilled and dynamic Customer Experience Fellow to join our team. This individual will play a key role in adhering to customer inquiries based on urgency and complexity.

  • Support customers via direct chat with users or phone.
  • Respond to all messages within agreed service level agreements (SLAs).
  • Follow all guidelines and protocols to approve and review campaigns in a timely manner.
  • Prioritize responses to tickets accordingly based on urgency, level of support needed, and complexity.
  • Follow up on all voicemails or missed chats within 24 hours.
  • Add 'Outreach to new customers and help them onboard within agreed SLAs.
  • Respond to resolve customer queries in a holistic manner.
  • Use the CRM to take diligent notes and add context to customer data.
  • Other duties as assigned.
Core Competencies
  • Great decision-making skills and judgment: Make sound decisions in the best interests of our customers and the company.
  • Experience with CRM/account management software: Familiarity with CRM tools to manage customer interactions and data effectively.
  • Dependable: Consistently adhere to shift times and schedules to ensure uninterrupted customer support.
  • Aware of Muslim community nuances/challenges: Understand the cultural and community dynamics that may affect our customers' experiences.
  • Strong communication skills: Communicate complex information in a user-friendly manner, ensuring customers easily grasp the solutions provided.
  • Problem solver: Demonstrate a commitment to finding innovative solutions to challenges and delivering an excellent customer experience.
  • Ownership: Proactively seek ways to enhance our overall user experience and improve internal processes.
  • Empathy: Show a strong sense of empathy towards our users, maintaining an upbeat and supportive attitude.
Requirements
  • Relevant Experience: Have 1-2 years of Customer Service experience.
  • Conflict Resolution Experience: Previous experience in effectively resolving customer disputes and conflicts while maintaining a positive customer relationship.
  • Team Player: Collaborative mindset with the ability to work effectively in a team, supporting colleagues and contributing to a harmonious work environment.
  • Time Management Abilities: Strong time management skills to juggle multiple customer interactions and tasks simultaneously, ensuring all are handled efficiently and within deadlines.
  • Compliance Knowledge: Familiarity with industry-specific regulations and compliance standards related to online fundraising and crowdfunding platforms, ensuring that all customer interactions are in line with legal and ethical requirements.
  • Attention to Detail: Meticulous attention to detail in documenting customer interactions, ensuring accuracy in data entry, and preventing errors.

Why Work with Us?

We are a global crowdfunding platform to support Muslims launching good across the world by helping them raise funds for their campaigns. We believe Muslims can be a wellspring of solutions and have incredible values to share with the world.

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