Help Desk Professional

7 days ago

Rizal, Philippines beBeeResolution Full time $60,000 - $80,000
Customer Support Resolution Specialist Job Opportunity

We are seeking a highly skilled and empathetic Customer Support Resolution Specialist to join our support team.

This is a critical role responsible for managing and resolving escalated customer issues, ensuring every customer feels heard and valued.

The ideal candidate will be able to think critically and proactively to solve complex problems, taking ownership of issues from start to finish. They should have excellent verbal and written communication skills in English.

A fast-paced and innovative work environment with top performers in their respective fields.

Ongoing training and development opportunities to enhance skills and knowledge.

Flexible remote work arrangements, allowing you to perform at your best while having a great time doing it.

  • Job Responsibilities:
  • Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues primarily via phone.
  • Think critically and proactively to solve complex problems, taking ownership of issues from start to finish.
  • Coordinate with internal stakeholders to gather information and ensure timely, effective resolutions.
  • Meticulously document all customer interactions and resolutions in Zendesk to maintain a clear record and identify recurring issues.
  • Provide clear, actionable feedback to the support team and leadership to help improve processes and prevent future complaints.
  • Core Skills and Competencies:
  • Exceptional Verbal and Written Communication in English
  • Emotional Intelligence and Empathy
  • Critical Thinking and Problem-Solving Mindset
  • Zendesk and Telephony System Proficiency
  • Required Experience:
  • 2+ years in a similar customer support role, with a focus on handling escalated complaints.
  • Proven track record of de-escalating angry or frustrated customers and driving issues to a successful resolution.
  • Proficiency with Zendesk and modern telephony systems is a must.
  • Preference for candidates with experience in the US e-commerce market.
  • Outstanding command of the English language, both written and spoken.

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