Customer Experience Resolution Specialist

1 day ago

Cavite City, Calabarzon, Philippines beBeeCustomerResolution Full time ₱1,800,000 - ₱2,500,000

The Opportunity:

We are seeking a highly skilled and empathetic customer complaints specialist to join our world-class support team.

This critical role is responsible for managing and resolving escalated customer issues, ensuring every customer feels heard and valued, and protecting our brand's reputation.

In recent years, we've grown significantly and now need a driven and knowledgeable specialist to join us in taking our customer experience to the next level.

What You Can Expect
  • A fast-growing and innovative company with experienced founders and a self-improvement-driven culture.
  • A highly collaborative and remote work environment with minimal micromanagement.

Job Responsibilities:

  • De-escalate and Resolve: Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues 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, actionable feedback to improve processes and prevent future complaints.
Core Skills and Competencies
  • 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 customers and driving issues to resolution.
  • Proficiency with Zendesk and modern telephony systems is required.

Key Benefits:

  • Fast-paced and dynamic work environment
  • Opportunities for growth and professional development
  • Balanced work-life harmony

About the Role:

This role requires a unique blend of skills and competencies. If you're passionate about delivering exceptional customer experiences and have a proven track record of success, we encourage you to apply.

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