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Customer Support Expert

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Quezon City, National Capital Region, Philippines beBee Careers Full time ₱2,000,000 - ₱3,000,000
Customer Service Representative

The primary role of this position is to serve as the initial point of contact for consumers, handling conversations, feedback, and issue resolution.

This involves troubleshooting, researching solutions, and providing resolutions to consumer problems. The Agent ensures proper handling and escalation procedures while performing assigned functions according to process and standardized policies and procedures.

The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis.

Main Responsibilities:

  • Answers and responds to inbound calls, returns calls from emails, and website queries using documented procedures and available tools
  • Verifies all contact information and creates cases within the Customer Relationship Management (CRM) system
  • Documents problem definition and logs all contacts and actions into CRM as specified in guidelines
  • Provides help and clear direction to consumers on follow-up actions to be taken for resolution
  • Escalates to internal and external persons in accordance with process direction
  • Maintains awareness of and compliance with all personnel policies and achieves specified performance goals
  • Remains knowledgeable of performance requirements, brands/products, and process documentation

Skills and Qualifications:

  • Able to work an assigned shift, which may have varying start times
  • Able to remain organized and manage multiple tasks simultaneously
  • Able to communicate effectively and provide clear direction to consumers
  • Able to maintain accurate records and documents

Benefits:

  • Fulfillment and job satisfaction through effective consumer interaction
  • Ongoing training and development opportunities
  • Chance to work in a dynamic and supportive team environment

Additional Responsibilities:

  • Reporting unresolved issues and handling of hang-ups