Customer Experience Specialist

21 hours ago

San Fernando, Central Luzon, Philippines beBeeProfessional Full time ₱30,000 - ₱40,000

At Apollo.io, we are seeking a dedicated and knowledgeable professional to join our team as a Product Advocate. This pivotal role involves delivering exceptional customer experiences by leveraging deep product expertise and strong communication skills. The successful candidate will be responsible for troubleshooting and resolving customer issues, optimizing support processes, and contributing to our values-driven culture.

Key Responsibilities
  • Handle customer inquiries in digital and voice channels to provide technical and product support.
  • Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively.
  • Stay up-to-date on product changes, new features, and integrations, proactively expanding knowledge.
  • Validate workflows with peers and identify patterns in customer feedback to inform internal discussions.
  • Take ownership of ensuring customers understand key features and benefits aligned with their goals.
  • Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT.
Required Qualifications
  • Minimum 2 years of proven experience in at least one entry-level tech Customer Support or Technical Support role.
  • Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.
  • Ability to adapt to change and remain flexible in a dynamic work environment.
  • Excellent English communication skills, both written and verbal, with an empathetic approach.
  • Proficiency with support tools, including live chat and ticketing systems along with processes and metrics like resolution time, customer satisfaction (CSAT), and ticket volume trends.
  • Demonstrated ability to manage time effectively and adhere to SLAs.
  • Proficiency in tailoring technical explanations for non-technical audiences.
Benefits

We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core – we're all for one, meaning you'll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.

Our company culture is built on continuous improvement, and we're always looking for ways to innovate and improve our processes. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.

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