Customer Engagement Specialist

6 days ago

Cebu City, Central Visayas, Philippines beBeeCustomer Full time ₱180,000 - ₱250,000
Job Description

We are seeking a proactive and customer-focused professional to join our dynamic team dedicated to ensuring long-term customer satisfaction and advocacy. This role will be the first point of contact for customers, responsible for efficiently addressing and resolving their inquiries across various communication channels.

The ideal candidate will be adept at problem-solving, resourceful in finding solutions, and eager to contribute to a positive customer experience.

Key Responsibilities:

  • Address and resolve customer inquiries via chat, email, and phone.
  • Investigate and troubleshoot customer challenges, escalating complex issues as needed.
  • Maintain an organized and efficient support queue.
  • Log, track, and update information on reported bugs and feature requests.
  • Contribute to the maintenance and updates of customer support resources and automated messaging.

Value Demonstration and Advocacy Promotion:

  • Identify opportunities to enhance customer value and satisfaction during support interactions.
  • Utilize available resources to effectively solve customer challenges, escalating when necessary.
  • Collaborate with peers and managers to analyze customer requests and identify knowledge gaps for creating self-service resources.
  • Partner with account managers and sales teams to identify potential upsell opportunities.
  • Gather customer referrals, feedback, and contribute to the development of case studies.

Departmental Projects and Team Support:

  • Identify areas for improvement within the support process.
  • Collaborate with management to develop and implement solutions for moderately complex process issues.
  • Provide support to team members, including inbox coverage and assistance with onboarding.
  • Assist in collecting data and customer feedback to inform process improvements.
  • Undertake any other projects deemed necessary or appropriate.

Qualifications:

  • Clear speaking voice.
  • At least 6 months of BPO customer support experience in one company.
  • Experience in virtual assistance and placing outbound calls preferred.
  • Excellent command of the English language, with neutral or American accent.
  • Strong familiarity with CRM tools.
  • Strong customer service skills.
  • Strong administrative skills, accurate typing & spelling is essential to this role.
  • Energetic, fun and confident personality.
  • Willing to work full-time night shift.
  • Willing to work on-site.
  • Ability to start immediately.

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