Customer Experience Resolution Specialist

2 days ago

Quezon City, National Capital Region, Philippines beBeeExpertise Full time $60,000 - $80,000

Customer Service Expert Opportunity

Job Overview

We are seeking a highly skilled and empathetic Customer Complaints Specialist to join our world-class support team. This critical role is responsible for managing and resolving escalated customer issues, ensuring every customer feels heard and valued, and protecting our brand's reputation.

With rapid growth from zero to multi-million-dollar revenue in the last two years, we need a driven and knowledgeable specialist to take our customer experience to the next level.

Key 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 in English
  • Emotional Intelligence and Empathy
  • Critical Thinking and Problem-Solving Mindset
  • Zendesk and Telephony System Proficiency
Benefits

This is an exciting opportunity to grow professionally and make a significant impact on customer satisfaction. If you have exceptional problem-solving skills, emotional intelligence, and excellent communication abilities, we encourage you to apply.

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