Empathy Driven Community Ambassador

2 weeks ago

Porac, Philippines beBeeCommunity Full time $20,000 - $30,000
Customer Experience Role

LaunchGood is a global crowdfunding platform that supports Muslims launching good initiatives worldwide. We believe Muslims can be a wellspring of solutions and have incredible values to share with the world.

This Customer Experience role plays a key part in adhering to customer inquiries based on urgency and complexity, ensuring an exceptional user experience for all our customers. The ideal candidate will actively engage with new customers to facilitate their onboarding process and offer comprehensive solutions to their queries.

The Customer Experience Fellow will utilize our CRM system to maintain detailed customer records and manage multiple customer interactions simultaneously. They will prioritize responses to tickets accordingly based on urgency, level of support needed, and complexity. Additionally, they will follow up on all voicemails or missed chats within 24 hours and respond to resolve customer queries in a holistic manner.

Key Responsibilities:
  • Support customers via direct chat or phone.
  • Respond to all messages within a specified Service Level Agreement (SLA).
  • Follow all LaunchGood guidelines and protocol to approve and review campaigns in a timely manner.
  • 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 outreach to new customers and help them onboard within agreed SLA.
  • Respond to resolve customer queries in a holistic manner.
  • Use the CRM to take diligent notes and add context to customer data.
Required Skills and Qualifications:
  • Relevant Experience: Have 1-2 years of Customer Service experience.
  • Conflict Resolution Experience: Previous experience in effectively resolving customer disputes and conflicts while maintaining a positive customer relationship.
  • Team Player: Collaborative mindset with the ability to work effectively in a team, supporting colleagues and contributing to a harmonious work environment.
  • Time Management Abilities: Strong time management skills to juggle multiple customer interactions and tasks simultaneously, ensuring all are handled efficiently and within deadlines.
  • Compliance Knowledge: 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.
  • Attention to Detail: Meticulous attention to detail in documenting customer interactions, ensuring accuracy in data entry, and preventing errors.
Benefits:

As a Customer Experience Fellow at LaunchGood, you will be part of a dynamic team working towards creating a positive impact globally. You will have the opportunity to develop your skills and expertise in customer service, conflict resolution, and team collaboration.

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