Excellent Customer Support Specialist Opportunity

4 days ago

Cebu City, Central Visayas, Philippines beBeeCustomerExperience Full time ₱200,000 - ₱300,000
Job Description

Our organization is seeking a skilled Customer Experience Specialist to provide exceptional support to our customers.

The ideal candidate will play a key role in responding to customer inquiries based on urgency and complexity, actively engaging with new customers to facilitate their onboarding process and offering comprehensive solutions to their queries.

  • Support customers via direct chat or phone.
  • Respond to all messages within Service Level Agreement (SLA).
  • Follow all guidelines and protocol to approve and/or review campaigns in a timely manner.
  • Prioritize responses to tickets accordingly based on urgency, level of support needed, and complexity.
  • Follow up on all voicemail or missed chats within 24 hours.
  • Add outreach to new customers and help them onboard within agreed SLA.
  • Respond to resolve customer queries in a holistic manner.
  • Use the CRM to take diligent notes and add context to customer data.
  • Other duties as assigned.
Core Competencies
  • Great decision-making skills and judgment: Make sound decisions in the best interests of our customers.
  • Experience with CRM/account management software: Familiarity with CRM tools to manage customer interactions and data effectively.
  • Dependable: Consistently adhere to shift times and schedules to ensure uninterrupted customer support.
  • Aware of customer nuances/challenges: Understand cultural and community dynamics that may affect customer experiences.
  • Strong communication skills: Communicate complex information in a user-friendly manner, ensuring customers easily grasp the solutions provided.
  • Problem solver: Demonstrate a commitment to finding innovative solutions to challenges and delivering an excellent customer experience.
  • Ownership: Proactively seek ways to enhance overall user experience and improve internal processes.
  • Empathy: Show a strong sense of empathy towards users, maintaining an upbeat and supportive attitude.
Requirements
  • Relevant Experience: Have 1-2 years of Customer Service experience.
  • Conflict Resolution Experience: Previous experience in effectively resolving customer disputes and conflicts while maintaining a positive customer relationship.
  • Team Player: Collaborative mindset with the ability to work effectively in a team, supporting colleagues and contributing to a harmonious work environment.
  • Time Management Abilities: Strong time management skills to juggle multiple customer interactions and tasks simultaneously, ensuring all are handled efficiently and within deadlines.
  • Compliance Knowledge: Familiarity with industry-specific regulations and compliance standards related to online fundraising and crowdfunding platforms, ensuring that all customer interactions are in line with legal and ethical requirements.
  • Attention to Detail: Meticulous attention to detail in documenting customer interactions, ensuring accuracy in data entry, and preventing errors.

We invite you to be part of our global team. Together, we can change communities, countries, and the world - one ambitious project at a time.

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