Customer Service Specialist

1 week ago

Barcelona, Philippines beBeeCustomer Full time ₱15,000 - ₱25,000

Your New Role

As a Senior Customer Advocate, you will be responsible for interacting with customers and supporting them to address inquiries and resolve concerns regarding clients' products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner and continuously improve processes that enhance the customer experience.

This role is a 3-month contract position, with the possibility of extension depending on mutual fit and evolving team priorities.

What You'll Do:

  • You will interact with customers across multiple channels (SMS, email, chat, phone) to provide accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
  • Handle customer consultation calls, technical troubleshooting, escalations, and complex investigations.
  • Troubleshoot product or service-related issues by investigating root causes, collaborating with internal teams, and ensuring timely resolution.
  • Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
  • Proactively identify customer needs and offer thoughtful solutions, accommodations, or next steps—whether through direct support or referral to other teams.
  • Ensure proper and timely escalation of issues to meet internal and external expectations.
  • Identify opportunities and recommendations for continuous process improvement.
  • Identify patterns in customer feedback or pain points and surface actionable insights to improve tools, content, or processes.
  • Participate in initiatives that help scale support operations, optimize workflows, and enhance the overall customer experience.
  • You are expected to deliver service excellence and maximize customer satisfaction.
  • Work with the external team to stay updated on product and service knowledge.

Requirements:

  • Curious and authentic individuals, passionate about client satisfaction.
  • Analytical and critical thinkers, with an eye for even the most minute details.
  • Solutions-focused and resourceful individuals, who don't just identify issues, but recommend and help implement improvements.
  • At least 3 years of member or customer support experience, preferably in a fast-paced, high-growth startup, concierge, hospitality, or health-related environment.
  • Previous experience supporting SaaS products.
  • Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
  • Excellent reading comprehension, verbal, and written communication skills.
  • An ability to understand and communicate complex health topics to customers, both verbally and in written form.
  • Knowledge and experience with CRM tools is a plus.
  • Thrive in a fast-changing environment, self-directed, and enjoy building new systems and workflows from the ground up.
  • Aptitude to quickly learn and navigate new technology, systems, and applications.
  • The ability to accept feedback gracefully and with an open mind.
  • Intermediate understanding of common Customer Experience best practices.

Benefits:

  • Private Health Insurance.
  • Training & Development.

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