Customer Resolution Expert

7 days ago

Tanauan, Calabarzon, Philippines beBeeSpecialist Full time ₱600,000 - ₱800,000
Job Title: Customer Complaints Specialist

The Opportunity:

We are seeking a highly skilled and empathetic professional to join our world-class support team. This is a critical role responsible for 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 rapid growth and now need a driven specialist to take our customer experience to the next level.

So, what can you expect from this role?

  • A dynamic and innovative work environment with opportunities for growth and development.
  • A highly experienced team of professionals who prioritize self-improvement and collaboration.
  • 100% remote work arrangement with minimal micromanagement.

Job Responsibilities:

  • De-escalate and Resolve: Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues, primarily via phone.
  • Problem-Solving: Think critically and proactively to solve complex problems, taking ownership of issues from start to finish. Never settle for a superficial fix.
  • Stakeholder Management: Coordinate with multiple internal stakeholders (e.g., fulfillment, logistics, marketing) to gather information and ensure timely, effective resolutions.
  • Documentation & Reporting: Meticulously 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 help improve processes and prevent future complaints.

Core Skills and Competencies:

  • Exceptional Verbal and Written Communication skills in English
  • 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.
  • Outstanding command of the English language, both written and spoken.

Hiring Process:

* Round 1: Review and evaluate your application.

* Round 2: Invite to a 45-minute

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