Professional Customer Support Expert

7 days ago

Dumaguete, Central Visayas, Philippines beBeeTechnical Full time $6,000 - $6,600
Job Description:

We are seeking a skilled professional to join our dynamic team. As the front line of our commitment to excellence, you will engage with customers, address their inquiries, and provide solutions with enthusiasm and expertise.

Key Responsibilities:

  • Receive, prioritize, and manage customer support inquiries via multiple channels.
  • Ensure accurate documentation of customer interactions and resolutions.
  • Understand products well to provide accurate responses.
  • 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 on resolution.
  • Communicate with customers to gather information and provide updates on their inquiries and issues.
  • Respond promptly to customer inquiries and issues with professionalism and customer service.
  • Evaluate the current customer support system and work with the team to improve it.
  • Contribute to the development and maintenance of a 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.

Requirements and Qualifications:

  • 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 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.
  • Ability to collaborate with other team members and departments.
  • Attention to detail and strong organizational skills.

Benefits and Expectations:

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

Additional Requirements:

  • Ability and availability to work during US working hours - Eastern Time.
  • Comfort with change - we are rapidly scaling as a company, and things are dynamic and exciting - are you okay with that?

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