Customer Service Resolution Specialist

1 day ago

Bacoor, Calabarzon, Philippines beBeeCustomer Full time $90,000 - $135,000

Job Title: Customer Service Resolution Specialist

We are seeking a highly skilled and empathetic professional to join our world-class support team as a customer service resolution specialist.

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.

This is an exciting opportunity to join one of the fastest-growing and most innovative consumer brands in the world. Our experienced team has successfully grown the brand from $0 to multi-8-figure revenue in just 2 years.

About the Role:
  • Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues, primarily via phone.
  • Think critically and proactively to solve complex problems, taking ownership of issues from start to finish. Never settle for a superficial fix.
  • Coordinate with multiple internal stakeholders to gather information and ensure timely, effective resolutions.
  • Meticulously document all customer interactions and resolutions in Zendesk to maintain a clear record and identify recurring issues.
  • Provide clear, actionable feedback to the support team and leadership to help improve processes and prevent future complaints.
Core Skills and Competencies:
  • Exceptional verbal and written communication skills in English.
  • Empathy and understanding of customer needs.
  • Critical thinking and problem-solving mindset.
  • Proficiency in Zendesk and modern telephony systems.

We are looking for professionals with 2+ years of experience in a similar customer support role, with a focus on handling escalated complaints. A proven track record of de-escalating angry or frustrated customers and driving issues to a successful resolution is essential.

The hiring process consists of four rounds: review and evaluation of applications, a 45-minute interview, a case study, and a final round of interviews.

Benefits:
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.

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