Customer Experience Advocate

1 week ago

Biñan, Calabarzon, Philippines beBeeCustomerService Full time ₱2,800 - ₱3,400

Job Title: Customer Experience Fellow

We are seeking a highly skilled and dynamic Customer Experience Fellow to join our team at LaunchGood. The successful candidate will play a key role in adhering to customer inquiries based on urgency and complexity, actively engaging with new customers to facilitate their onboarding process, and offering comprehensive solutions to their queries.

  • Support customers via direct chat or phone.
  • Respond to all messages within 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.
  • Other duties as assigned.
Key Responsibilities:
  • Provide exceptional customer service through proactive communication, empathy, and problem-solving skills.
  • Maintain accurate customer records using CRM tools, ensuring seamless data entry and minimizing errors.
  • Adhere to LaunchGood's guidelines and protocol for campaign approval and review, guaranteeing timely and efficient processing.
  • Effectively manage multiple customer interactions simultaneously, prioritizing tasks according to urgency and complexity.
  • Develop strong relationships with customers, addressing their concerns, and providing personalized solutions.
Requirements:
  • 1-2 years of Customer Service experience.
  • Conflict Resolution experience in effectively resolving customer disputes while maintaining a positive customer relationship.
  • Team Player with a collaborative mindset, supporting colleagues, and contributing to a harmonious work environment.
  • Strong time management skills to juggle multiple customer interactions and tasks efficiently.
  • Compliance Knowledge of industry-specific regulations and standards related to online fundraising and crowdfunding platforms.
  • Meticulous attention to detail in documenting customer interactions and preventing errors.

This is an excellent opportunity to develop your skills and make a real difference in people's lives.

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