Senior Customer Service Professional

2 days ago

Paranaque City, Calabarzon, Philippines beBeeTechnical Full time $70,000 - $100,000
Role Overview

This role presents a compelling opportunity for an accomplished individual to join our team and deliver exceptional customer experiences.

Key Responsibilities
  • Customer Issue Resolution
    • Solve complex customer problems by identifying root causes and implementing effective solutions.
  • Support Delivery
    • Provide prompt, professional, and effective support through email and chat platforms.
  • Troubleshooting
    • Analyze and resolve technical issues related to website performance, account management, subscriptions, orders, and payments.
  • Product Knowledge
    • Maintain an in-depth understanding of products, services, and internal processes to drive informed decision-making.
  • Order Fulfillment
    • Oversee the entire order fulfillment process to ensure precision, timeliness, and attention to detail.
  • Tool Utilization
    • Leverage tools such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer inquiries and interactions efficiently.
  • Content Creation
    • Contribute to the development and enhancement of help center articles and FAQs to improve self-service options and enhance the overall customer experience.
  • Staying Informed
    • Stay up-to-date on product updates, new features, and releases to provide accurate and timely customer support.
  • Collaboration
    • Foster collaboration with cross-functional teams to align customer service and order fulfillment strategies and drive business success.
  • Confidentiality
    • Maintain the highest level of confidentiality when handling sensitive information.
  • Professionalism
    • Demonstrate a positive, professional demeanor while managing customer interactions in high-pressure situations.
Requirements
  • Bachelor's degree in Business Administration, Communications, or related field.
  • Minimum 5 years of experience in customer service management, preferably in e-commerce or subscription-based environments.
  • Proven expertise in customer support, with strong preference for e-commerce experience.
  • Exceptional technical skills with ability to quickly adapt to new tools and technologies.
  • Proficiency in Shopify, Recharge, and Gorgias CRM (experience with subscription management platforms highly preferred).
  • Advanced skills in Google Workspace (Docs, Sheets) and Microsoft Office Suite (Excel, Word, Outlook).
  • Experience leveraging data analytics tools to monitor performance and drive continuous improvement.
  • Strong problem-solving abilities and strategic thinking to address and resolve complex customer challenges.
  • Passion for delivering exceptional customer experiences and commitment to customer satisfaction.
  • Demonstrated ability to work independently while fostering collaboration within the team.

This role offers opportunities for professional growth, a collaborative and inclusive company culture focused on continuous learning and development, and a competitive salary package.

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