Customer Experience Advisor

4 days ago

Quezon City, National Capital Region, Philippines beBeeCustomerSupport Full time ₱3,200,000 - ₱4,019,000
Job Description

You will be the first point of contact for our customers, assisting them with inquiries related to cancellations, bid adjustments, booking amendments, profile updates, and post-service feedback.

You will work closely with both customers and service providers to ensure a seamless experience and maintain our high standards of service. Training will be provided, and your direct manager will guide you throughout the journey as we grow the business together.

There is potential for leadership responsibilities down the line as the department grows.

Key Responsibilities:
  • Cancellations Handling:
    • Manage event and relationship cancellation tickets.
    • Review and process short-term cancellations (less than 48, 24, or 12 hours) by providers or customers.
    • Apply cancellation fees, adjust work status, and inform providers of the fee.
    • Process the cancellation, ensure appropriate compensation for providers, and confirm the cancellation details with the customer.
    • Contact customers to determine if a replacement service is required.
  • Bid Ticket Management:
    • Assess and implement changes to bids, including date adjustments, pricing updates, and new bid creation.
    • Confirm changes with customers via email.
  • Booking Amendments:
    • Handle requests for changes to existing bookings, ensuring both parties are informed and that adjustments are made accurately.
    • Typical changes include alterations to the day of the week, start time, or event duration.
  • Profile Updates:
    • Process profile update requests, such as changes to address, password, and payment methods.
    • Ensure that any profile changes are reflected in existing bookings as needed.
  • Failed Identification Checks:
    • Investigate failed ID checks through Onfido, verifying the validity of identification documents.
    • Update profiles accordingly: manually approve valid documents or deactivate profiles and inform providers if documents are not valid.
  • Post-Service Responses:
    • Review feedback from service providers after events.
    • Determine necessary follow-up actions and contact the appropriate parties to address issues.
Required Skills and Qualifications

You must have excellent communication skills, be able to work independently, and have strong problem-solving abilities.

Previous experience in customer support is desirable but not essential.

Benefits

We offer a competitive salary, comprehensive training program, and opportunities for career growth.

Our team is committed to providing an exceptional customer experience, and we are looking for someone who shares this vision.

Others

This is a full-time position, and we require the successful candidate to be available to work a standard Monday-to-Friday schedule.

The ideal candidate will be a team player, have a positive attitude, and be able to adapt to changing circumstances.

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