Customer Relationship Manager

2 days ago

San Juan, National Capital Region, Philippines beBeeCustomerExperience Full time ₱150,000 - ₱250,000

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

They will actively engage with new customers to facilitate their onboarding process and offer comprehensive solutions to their queries.

  • Support customers via direct chat or phone, responding to all messages within Service Level Agreement (SLA).
  • 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 context to customer data using CRM tools, taking diligent notes and maintaining accurate records.
Key Responsibilities:
  • Making sound decisions in the best interests of our customers and the company.
  • Familiarity with CRM tools to manage customer interactions and data effectively.
  • Consistently adhere to shift times and schedules to ensure uninterrupted customer support.
  • Understand the cultural and community dynamics that may affect our customers' experiences.
  • Communicate complex information in a user-friendly manner, ensuring customers easily grasp the solutions provided.
  • Demonstrate a commitment to finding innovative solutions to challenges and delivering an excellent customer experience.
  • Proactively seek ways to enhance our overall user experience and improve internal processes.
  • Show a strong sense of empathy towards our users, maintaining an upbeat and supportive attitude.
Requirements:
  • Have 1-2 years of Customer Service experience.
  • Previous experience in effectively resolving customer disputes and conflicts while maintaining a positive customer relationship.
  • Collaborative mindset with the ability to work effectively in a team, supporting colleagues and contributing to a harmonious work environment.
  • Strong time management skills to juggle multiple customer interactions and tasks simultaneously, ensuring all are handled efficiently and within deadlines.
  • Familiarity with industry-specific regulations and compliance standards related to online fundraising and crowdfunding platforms, ensuring that all customer interactions are in line with legal and ethical requirements.
  • Meticulous attention to detail in documenting customer interactions, ensuring accuracy in data entry, and preventing errors.

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