Service Excellence Coordinator

1 week ago

Cebu City, Central Visayas, Philippines beBeeSupport Full time $6,000 - $6,600
Technical Support Specialist

At our dynamic organization, we are dedicated to delivering exceptional customer experiences and solutions. As a key player in our customer support team, you will be the front line of our commitment to excellence. This role offers the opportunity to engage with customers, address their inquiries, and provide timely and accurate responses.

Key Responsibilities:

  • Receive, prioritize, and manage customer support inquiries via multiple channels.
  • Ensure accurate documentation of customer interactions and resolutions.
  • Understand product and client requirements so that you can provide accurate, timely, and friendly responses to clients contacting us.
  • Work closely with the ticket and technical support team to troubleshoot and resolve software-related issues.
  • Escalate complex issues to the appropriate teams and follow up to ensure timely resolution.
  • Communicate with customers to gather necessary information and provide updates on their inquiries and issues.
  • Respond promptly to customer inquiries and issues with a high level of professionalism and customer service.
  • Evaluate current customer support systems and work with your team to strategically improve processes to better serve our customers.
  • Contribute to the development and maintenance of a comprehensive knowledge base for common customer queries and issues.
  • Provide input on improving documentation and support processes.
  • Gather customer feedback and insights to identify areas for improvement in products and services.
  • Collaborate with cross-functional teams to implement improvements based on customer input.

Effectiveness Metrics:

  1. Customer satisfaction ratings, including CSAT and NPS.
  2. Average time to resolve customer issues.
  3. Average number of issues resolved.

Role Requirements:

  • 3+ years of experience in technical support or similar roles.
  • High school diploma or equivalent; bachelor's degree preferred.
  • Empathy and a go-getter attitude to help customers resolve their issues.
  • Proficiency in English with excellent verbal and written communication skills.
  • Basic grammar skills and average typing speed.
  • Strong problem-solving and conflict resolution skills.
  • Proficient in using customer service software and databases.
  • Passion for designing and enhancing systems and organizing.
  • Proficiency in managing and interpreting data.
  • Ability to multitask and prioritize tasks effectively.
  • Collaboration with other team members and departments.
  • Attention to detail and strong organizational skills.
  • A positive demeanor - we work hard, but need to have fun.
  • Comfort with change - we are rapidly scaling as a company.

Why Work With Us?

  • The chance to get in on the 'ground floor' of a tech company.
  • The ability to make a difference from day one.
  • The power to make a positive difference in various industries.

Working hours: 40 hour work week with a shift between 8 am and 8 pm EST (alternating across team members). Must be able to work Saturdays 9 am - 5 pm EST (will rotate).

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