Support Services Expert

2 days ago

Pasay, National Capital Region, Philippines beBeeCustomerService Full time A$27,500 - A$29,500
Customer Service Representative

As a Customer Service Representative, you will be the face of our company, providing exceptional support to our customers via email and live chat. With a passion for delivering outstanding service, you will thrive in a fast-paced environment where no two days are ever the same.

Our team is guided by core values that set us apart from other companies - we strive to be Good Humans, Foot Forward First, Kaizen (Continuous Improvement), Embrace Growth & Change, and Communicate with Equality & Empathy. We're not your typical crew

The Customer Service team supports multiple brands, offering variety, diverse customer bases, and ample opportunities to bring your skills and interests into play.


About The Role

This role requires a reliable, driven, and self-motivated individual who can hit the ground running and excel in a fast-moving environment. Your duties will include managing orders, returns, refunds, and shipping, responding to product enquiries, resolving delivery issues, applying goodwill gestures when needed, and maintaining accurate records.


Responsibilities
  • Deliver exceptional customer service via email and live chat.
  • Manage orders, returns, refunds, shipping, and administrative updates with accuracy.
  • Respond to product enquiries, using fitment guides and brand resources to provide accurate recommendations.
  • Investigate 'Where is my order?' queries, including follow-ups with shipping providers.
  • Apply goodwill gestures, such as credits, in line with customer satisfaction guidelines.
  • Maintain up-to-date records across systems and processes, using Salesforce Service Cloud.
  • Participate in daily check-ins with the second-in-command and team meetings via Slack/video call.
  • Collaborate with the onshore Customer Service team, escalating complex issues as needed.
  • Build strong customer loyalty and retention by delivering personalised, solution-focused service and ensuring customers feel valued throughout their journey.
  • Upsell and promote in-house brands by recommending suitable products and highlighting their value to drive repeat purchases.
  • Uphold the company's casual, down-to-earth tone across all brands.
  • Continuously learn, adapt, and improve workflows to enhance efficiency and service quality.

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