User Experience Specialist

17 hours ago

Pasay, National Capital Region, Philippines beBeeCustomer Full time $25,000 - $30,000
Customer Experience Role

This is a 6-month customer support role focused on delivering an exceptional user experience and ensuring seamless onboarding processes.

  • Support customers via direct chat or phone to resolve queries in a timely manner.
  • Respond to all messages within agreed service level agreements (SLAs).
  • Follow guidelines and protocols to approve and review campaigns promptly.
  • Prioritize responses to tickets based on urgency, complexity, and level of support required.
  • Follow up on missed chats or voicemails within 24 hours.
  • Engage with new customers to facilitate their onboarding process and offer comprehensive solutions.
  • Use the CRM to maintain detailed customer records and add context to customer data.
  • Perform other duties as assigned to enhance the overall user experience.
Key Competencies
  • Great decision-making skills: Make sound decisions in the best interests of our customers and the company.
  • Experience with CRM/account management software: Familiarity with CRM tools to manage customer interactions and data effectively.
  • Dependable: Consistently adhere to shift times and schedules to ensure uninterrupted customer support.
  • Awareness of community nuances: Understand cultural dynamics that may affect our customers' experiences.
  • Strong communication skills: Communicate complex information in a user-friendly manner, ensuring customers easily grasp solutions provided.
  • Problem solver: Demonstrate a commitment to finding innovative solutions to challenges and delivering an excellent customer experience.
  • Ownership: Proactively seek ways to enhance our overall user experience and improve internal processes.
  • Empathy: Show a strong sense of empathy towards users, maintaining an upbeat and supportive attitude.
Requirements
  • Relevant Experience: Have 1-2 years of customer service experience.
  • Conflict Resolution Experience: Previous experience in resolving customer disputes and conflicts while maintaining a positive relationship.
  • Team Player: Collaborative mindset with the ability to work effectively in a team, supporting colleagues and contributing to a harmonious environment.
  • Time Management Abilities: Strong time management skills to juggle multiple customer interactions and tasks simultaneously.
  • Compliance Knowledge: Familiarity with industry-specific regulations and compliance standards related to online fundraising platforms.
  • Attention to Detail: Meticulous attention to detail in documenting customer interactions, ensuring accuracy in data entry, and preventing errors.

We believe Muslims can be a wellspring of solutions and have incredible values to share with the world. We invite you to join our global team and be part of this network of nearly a million users who are changing their communities, countries, and the world one ambitious project at a time.

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