Customer Experience Expert

15 hours ago

Province of Palawan, Mimaropa, Philippines beBeeSpecialist Full time ₱3,000 - ₱5,000
Customer Support Specialist

We are seeking a highly skilled individual to join our team as a Customer Support Specialist. The successful candidate will be responsible for providing exceptional support to clients, addressing their queries and concerns, and ensuring timely resolutions.

The ideal candidate will have a strong passion for delivering top-notch customer experiences, excellent communication skills, and a keen eye for detail. They will work closely with cross-functional teams to identify opportunities for improvement and implement process enhancements.

Key Responsibilities:
  • Be a product expert in all areas of Ignition, maintaining up-to-date knowledge of its capabilities and features.
  • Own customer communications and issues from initial contact until resolution, utilizing Intercom and occasional phone conversations.
  • Collect customer feedback and contribute to product development, ensuring it meets the evolving needs of clients.
  • Collaborate with the development team to escalate bugs, solve problems, or obtain missing information, driving continuous improvement.
  • Develop and improve processes to scale support with growing business, maintaining efficiency and quality.
  • Create and maintain internal and client-facing documentation, including knowledge base articles and user guides.
  • Work closely with Account Managers, Retention, Implementation, Marketing teams to ensure seamless communication and collaboration.
Requirements:
  • Previous experience in a customer support role, preferably in a SaaS environment.
  • Proficiency in various software systems, such as Zapier, Slack, Zoom, Loom, Client Success, Google Workspace, Atlassian, and Intercom.
  • Excellent written and oral communication skills for creating professional documents and presentations.
  • Strong time management and organisational skills, with the ability to multitask and prioritise tasks effectively.
  • Able to listen actively and handle criticism without taking it personally, maintaining a positive attitude in challenging situations.
  • Foster robust and articulate dialogue while maintaining an open mind, embracing feedback and learning opportunities.
  • Able to work autonomously and as part of a team, demonstrating adaptability and flexibility when faced with changing circumstances.

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