Support Ambassador

2 days ago

Manila, National Capital Region, Philippines beBeeCustomer Full time $500 - $550

Customer Experience Ambassador

 

Job Description:

We are seeking a highly skilled and experienced Customer Experience Ambassador to join our team. As a key member of our support team, you will play a crucial role in delivering exceptional customer experiences.

Key Responsibilities:

  • Engage with customers via multiple channels, including chat, phone, and email.
  • Provide timely and accurate solutions to customer inquiries and issues.
  • 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 our current customer support system and work with your team to strategically improve the process 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 our products and services.
  • Collaborate with cross-functional teams to implement improvements based on customer input.

Effectiveness in this Role:

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

Requirements:

  • 3+ years of experience in a technical support or similar role.
  • High school diploma or equivalent; bachelor's degree preferred.
  • A heart for customers, empathy, and a go-getter attitude to help them resolve their issues.
  • Proficiency in English with excellent verbal and written communication skills.
  • Basic grammar skills and average typing 40 - 60 WPM.
  • 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.
  • A stable, high-speed internet connection with a reliable backup.
  • Ability and availability to work during US working hours - Eastern Time.
  • Ability to multitask and prioritize tasks effectively.
  • Ability to collaborate 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, and things are dynamic and exciting - are you okay with that?

Benefits:

  • The chance to get in on the

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