Escalated Customer Resolution Specialist

1 day ago

Davao City, Davao, Philippines beBeeCustomerSupport Full time ₱450,000 - ₱850,000
Customer Support Expert

We are seeking a highly skilled and empathetic Customer Support Specialist to join our team.

This role is critical in managing and resolving escalated customer issues, ensuring every customer feels heard and valued, and protecting our brand's reputation.

In the last 2 years, we've experienced significant growth and now need a driven and knowledgeable specialist to take our customer experience to the next level.

Key Highlights:

  • A fast-growing DTC brand with multiple 8-figure revenues.
  • A highly experienced founders team with over $700M+ in collective experience.
  • A self-improvement-driven culture of top performers in their respective fields.
  • A remote and micromanagement-free work environment.

Job Responsibilities:

  • De-escalate and Resolve: Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues via phone.
  • Problem-Solving: Think critically and proactively to solve complex problems, taking ownership of issues from start to finish.
  • Stakeholder Management: Coordinate with internal stakeholders to gather information and ensure timely, effective resolutions.
  • Documentation & Reporting: Document all customer interactions and resolutions in Zendesk to maintain a clear record and identify recurring issues.
  • Feedback Loop: Provide clear, actionable feedback to the support team and leadership to improve processes and prevent future complaints.

Core Skills and Competencies:

  • Exceptional Verbal and Written Communication
  • Emotional Intelligence and Empathy
  • Critical Thinking and Problem-Solving Mindset
  • Zendesk and Telephony System Proficiency

Your Experience:

  • 2+ years in a similar customer support role, with a focus on handling escalated complaints.
  • Proven track record of de-escalating angry or frustrated customers and driving issues to a successful resolution.
  • Proficiency with Zendesk and modern telephony systems is a must.
  • Preference for candidates with experience in the US e-commerce market.

Benefits:

  • A competitive salary package
  • A comprehensive benefits program
  • Ongoing training and development opportunities

About Us:

We are a dynamic and innovative company dedicated to delivering exceptional customer experiences. Our team is passionate about making a difference and committed to excellence in everything we do.

How to Apply:

To be considered for this exciting opportunity, please submit your application through our website.

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