Customer Service and Support Specialist

16 hours ago

Pasay, National Capital Region, Philippines beBeeSupport Full time ₱2,500 - ₱4,000
Job Overview

The Customer Service and Support Specialist is responsible for delivering exceptional service to multiple clients through various channels, ensuring timely resolution of technical and operational inquiries.

Key Responsibilities
  • Manage and prioritize tasks across multiple client accounts, adapting to varying client needs and requirements.
  • Maintain accurate and up-to-date records of client interactions and service requests.
  • Provide exceptional customer service through various channels, including email, chat, and phone support.
  • Address customer inquiries and resolve issues promptly and professionally.
  • Perform back-office tasks, such as data entry, report generation, and process documentation.
  • Provide basic technical support and troubleshooting to non-technical users.
  • Clearly explain technical steps and terminology in a user-friendly manner.
  • Escalate complex technical issues to appropriate teams as needed.
  • Meet and exceed defined SLAs and performance metrics for each assigned client account.
  • Adhere to established processes and procedures, ensuring compliance with client and company standards.
  • Monitor and report on performance metrics.
  • Demonstrate flexibility in scheduling to accommodate varying client needs and time zones.
  • Quickly adapt to new processes, tools, and client requirements.
  • Participate in training and development to enhance skills and knowledge.
  • Work effectively with team members to ensure seamless service delivery.
Required Skills and Qualifications
  • Proven experience in a customer service or support role.
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving and analytical abilities.
  • Basic technical aptitude and the ability to explain technical concepts to non-technical users.
  • Proficiency in using various communication and productivity tools (e.g., email, chat platforms, CRM systems).
  • Ability to multitask and prioritize effectively in a fast-paced environment.
  • Strong attention to detail and accuracy.
  • Flexibility to work varied shifts as required.
  • Experience meeting and exceeding SLA's.
Desired Qualifications
  • Client Focus
  • Problem-Solving & Analytical Thinking
  • Effective Communication
  • Adaptability & Flexibility
  • Organizational & Time Management
  • Results Orientation

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