Customer Service Representative

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeeCustomer Full time ₱20,000 - ₱25,000
Job Overview

We are seeking a highly skilled and motivated Customer Experience Specialist to join our team.

About the Role

As a Customer Experience Specialist, you will play a vital role in ensuring that our customers receive exceptional support and service. Your primary responsibility will be to resolve customer tickets efficiently, address issues professionally, and escalate to appropriate teams as needed.

Key Responsibilities
  • Respond to and resolve customer tickets, calls, and queries related to our HR Platform in a timely manner.
  • Assist and collaborate with the wider squad and support team to provide best practice system use and education to customers.
  • Proactively analyze product functionality, understand platform logic, and test to identify user errors and root causes, staying aware of product changes and enhancements.
  • Conduct triage of customer support issues and assign to the appropriate team or resolve where possible.
  • Escalate bugs or product logic/functionality concerns as necessary, in collaboration with seniors/team leads.
  • Work with customers across multiple channels (email, chat, phone) to understand organisational workflow and how the platform can support people processes.
  • Use internal tools to maintain records, investigate tickets, and reference customer interactions in accordance with SLAs.
Requirements
  • 1-2 years of experience in a fast-paced customer service/support environment across live chat and email.
  • Relevant payroll experience (e.g., Australian experience).
  • Prior experience in a SaaS customer experience environment.
  • Exposure to working in fluid, high-change, high-velocity environments.
  • Strong problem-solving and troubleshooting skills.
  • Ability to manage competing priorities and work autonomously, seeking help when needed.
  • Strong verbal and written communication skills.

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