Lead Customer Resolution Specialist

2 days ago

Makati City, National Capital Region, Philippines beBeeCustomerService Full time $50,000 - $80,000
Job Description

The Opportunity:

We're seeking a skilled customer support specialist to join our team.

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.

Our company has experienced rapid growth in recent years. Now, we need a driven and knowledgeable specialist to take our customer experience to the next level.

What You Can Expect:
  • A fast-growing and innovative direct-to-consumer brand.
  • A highly experienced founders team with multiple successful projects and significant collective experience.
  • A self-improvement-driven culture of top performers in their respective fields.
  • A performance-driven work environment where you can improve and have fun at the same time.
  • A micromanagement-free workplace that empowers employees to perform at their best.

Key Responsibilities:

  1. De-escalate and Resolve: Act as the primary point of contact for high-priority customer complaints and disputes via phone.
  2. Problem-Solving: Think critically and proactively to solve complex problems, taking ownership of issues from start to finish.
  3. Stakeholder Management: Coordinate with internal stakeholders to gather information and ensure timely resolutions.
  4. Documentation & Reporting: Document all customer interactions and resolutions in our CRM to maintain a clear record and identify recurring issues.
  5. Feedback Loop: Provide clear feedback to the support team and leadership to help improve processes and prevent future complaints.

Required Skills and Qualifications:

  • Exceptional verbal and written communication skills in English.
  • Emotional Intelligence and Empathy.
  • Critical Thinking and Problem-Solving Mindset.
  • CRM and telephony system proficiency.

Benefits:

  • Opportunity to work with a rapidly growing company.
  • Chance to develop your skills and knowledge in a supportive environment.
  • Collaborative and dynamic work atmosphere.

Hiring Process:

  1. Review and evaluate your application.
  2. 45-minute interview with our hiring team.

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