Customer Experience Professional

4 hours ago

Bacoor, Calabarzon, Philippines beBeeCommunication Full time ₱30,000 - ₱45,000
Customer Experience Expert

We are seeking a highly skilled and dynamic Customer Experience Specialist to join our team. The successful candidate will play a key role in adhering to customer inquiries based on urgency and complexity.

The ideal candidate will actively engage with new customers to facilitate their onboarding process and offer comprehensive solutions to their queries. Using our CRM, you'll maintain detailed customer records, and your role extends to various other tasks as needed to enhance the overall user experience.

Key Responsibilities:
  • Support customers via direct chat or phone.
  • Respond to all messages within SLA.
  • Follow all guidelines and protocol to approve and review campaigns in a timely manner.
  • Prioritize responses to tickets accordingly based on urgency, level of support needed, and complexity.
  • Follow up on all voicemail or missed chats within 24 hours.
  • Add 'Outreach to new customers and help them onboard within agreed SLA.
  • Respond to resolve customer queries in a holistic manner.
  • Use the CRM to take diligent notes and add context to customer data.
  • Other duties as assigned.
Core Competencies:
  • Great decision-making skills and judgment: 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.
  • Aware of cultural nuances/challenges: Understand the cultural dynamics that may affect our customers' experiences.
  • Strong communication skills: Communicate complex information in a user-friendly manner, ensuring customers easily grasp the 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 our users, maintaining an upbeat and supportive attitude.

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