Customer Experience Champion

3 days ago

Manila, National Capital Region, Philippines beBeeChampion Full time ₱12,000 - ₱18,000
Customer Experience Champion\Entities Job Description

A leading go-to-market solution trusted by over 500,000 companies and millions of users globally is seeking a highly skilled Customer Experience Champion to deliver exceptional customer experiences.

This pivotal role involves leveraging deep product expertise and strong communication skills to troubleshoot and resolve customer issues, optimize support processes, and contribute to the company’s values-driven culture.

The ideal candidate will have a proven track record in at least one entry-level tech Customer Support or Technical Support role, with excellent English communication skills, both written and verbal, and an empathetic approach.

Responsibilities
  • Handle customer inquiries in digital and voice channels to provide technical and product support.
  • Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively.
  • Stay up-to-date on product changes, new features, and integrations, proactively expanding knowledge.
  • Validate workflows with peers and identify patterns in customer feedback to inform internal discussions.
  • Take ownership of ensuring customers understand key features and benefits aligned with their goals.
  • Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT.
Requirements
  • Minimum proven experience of 2 years in at least one entry-level tech Customer Support or Technical Support role.
  • Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.
  • Ability to adapt to change and remain flexible in a dynamic work environment.
  • Excellent English communication skills, both written and verbal, with an empathetic approach.
  • Proficiency with support tools, including live chat and ticketing systems along with processes and metrics like resolution time, customer satisfaction (CSAT), and ticket volume trends.
  • Demonstrated ability to manage time effectively and adhere to SLAs.
  • Proficiency in tailoring technical explanations for non-technical audiences.

The company is built on a culture of continuous improvement and expects the same mindset from its team. The team is on the front lines of driving productivity for its customers and seeks a champion who shares this vision.

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