Customer Support Ambassador

5 days ago

Makati City, National Capital Region, Philippines Edufied (BEfied Group) Full time
About Edufied (BEfied Group)

Edufied (BEfied Group) is a forward-thinking organization dedicated to delivering exceptional customer experiences. Our mission revolves around empowering our clients with top-notch support, enabling them to thrive in their endeavors.

Job Description:

We are seeking an accomplished Client Support Trainee to join our esteemed team. As a key member, you will be responsible for fostering seamless interactions between our customers and the company's products/services. Your expertise in resolving technical issues, coupled with your ability to communicate effectively, will play a pivotal role in solidifying our reputation as a leader in customer support.

Responsibilities:
  • Respond Promptly to Customer Queries: You will tackle customer inquiries efficiently, utilizing various communication channels such as phone, email, or chat.
  • User Onboarding and Education: Identify customer needs and guide them through product features, ensuring they derive maximum value from our offerings.
  • Troubleshooting and Reporting: Analyze and document product malfunctions, providing actionable insights to enhance our services.
  • Database Updates and Knowledge Sharing: Maintain accurate records of customer interactions and disseminate valuable information among team members.
  • Social Media Monitoring and Engagement: Continuously monitor customer feedback on social media platforms, responding promptly to concerns and offering assistance when required.
  • Feature Request Management: Collect and share feature requests, along with effective workarounds, to facilitate collaboration among team members.
  • Product Updates and Feedback: Keep customers informed about new features and functionalities, soliciting feedback to refine our services.
  • Issue Resolution Follow-up: Ensure that all customer technical issues are thoroughly resolved, following up as necessary to guarantee satisfaction.
  • Feedback Gathering and Sharing: Collect customer feedback and disseminate it to relevant teams, including Product, Sales, and Marketing.
  • Regular Reporting: Prepare and submit timely reports to management, detailing your accomplishments and areas for improvement.


Requirements and Skills:

To excel in this role, you should possess:
  • A proven track record as a Customer Support Specialist or similar CS role.
  • Familiarity with our industry, although not mandatory.
  • Experience with help desk software and remote support tools.
  • Exceptional communication and problem-solving skills.
  • Ability to multitask efficiently.
  • Patient demeanor when handling complex cases.


Benefits:

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