Customer Experience Associate

3 days ago

Antipolo City, Calabarzon, Philippines beBeeCustomerService Full time ₱360,000 - ₱480,000
Job Overview

This role involves supporting customers through various channels including inbound calls, help desk tickets, outbound calls and chat on our CRM platform.

Key Responsibilities
  1. Respond to inbound calls within a reasonable timeframe.
  2. Efficiently resolve customer inquiries by addressing the core problem and providing a solution.
  3. Make outbound calls as necessary to address customer issues.
  4. Achieve a First Time Right mindset to resolve inquiries promptly where possible.
  5. Manage a queue of tickets with competing priorities, triage or action tickets via outbound calls, emails or chats.
  6. Evaluate tickets and escalate them to the appropriate internal team or partner when necessary.
  7. Provide regular updates to customers on active issues in accordance with Service Level Agreements (SLAs).
Requirements
  • Bachelor's Degree in a relevant field is required.
  • Minimum 2 years of customer-facing experience in customer support/service or help desk roles; preferably in finance-related areas.
  • Lending experience is beneficial, particularly consumer-facing or phone-based experience.
  • Excellent English communication skills, both verbal and written.
  • Tech-savviness and ability to navigate new systems easily.
  • Strong customer service and interpersonal skills with a proactive attitude.
  • Sound analytical and problem-solving abilities.
  • Good organizational and time management skills; able to work proactively in an agile cross-functional environment.
Preferred Qualifications
  • Experience using our MyCRM platform.
  • Understanding of Personal or Mortgage loan applications.
  • Knowledge of ApplyOnline Application processes.
  • Proficiency in Google Suite.

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