Senior Client Experience Manager

1 week ago

Rizal, Philippines beBeeCustomerService Full time ₱801,000 - ₱1,322,000
Job Overview

The role of Senior Customer Advocate requires interacting with customers to address inquiries and resolve complaints regarding the clients' products and services. This position involves collaborating with internal and external teams in handling customer needs to provide timely and professional service.

The ideal candidate will possess strong communication skills, both verbal and written, and be able to communicate complex ideas to customers. The ability to understand and empathize with customers is essential for delivering excellent service and maximizing customer satisfaction.

As a Senior Customer Advocate, you will be responsible for:

  • Interacting with customers to provide accurate and complete information with high degrees of empathy, courtesy, and professionalism.
  • Customer consultation calls, tech troubleshooting, escalations, and investigations.
  • Performing problem tracking and ensuring that issues are properly prioritized, documented, tracked, and resolved.
  • Ensuring proper and timely escalation of issues to meet internal and external expectations.
  • Identifying opportunities and recommendations for continuous process improvement.

The successful candidate will have a bachelor's degree in any field, 3 years of customer service experience, and basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.

The ideal candidate will also have:

  • Excellent reading comprehension and verbal and written communication skills.
  • Strong phone contact handling skills.
  • Able to understand and communicate complex ideas to customers, both verbally and in written form.
  • Knowledge and experience with Intercom CRM is a plus.
  • Aptitude to quickly learn and navigate new technology, systems, and applications.
  • The ability to accept feedback gracefully and with an open mind.
  • Intermediate understanding of common Customer Experience best practices.
  • Customer orientation and ability to adapt/respond to different types of characters.
Benefits
  • Private Health Insurance
  • Paid Time Off
  • Work From Home
  • Training & Development

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