Global Customer Experience Specialist

1 day ago

Calamba, Calabarzon, Philippines beBeeChampion Full time $60,000 - $90,000

Customer Experience Champion Role

As a highly skilled and dedicated Customer Experience Champion, you will provide exceptional support to our global customers. This is an exciting opportunity to make a meaningful impact on the customer experience.

Job Responsibilities:

  • Respond promptly to customer inquiries via email and phone
  • Manage customer expectations and follow up on promises and time commitments with professionalism and empathy
  • Accurately log all customer communications in our ticket tracking system
  • Understand customer business processes and software system processes to deliver tailored solutions
  • Complete regular tasks for customers such as report creation to enhance their experience
  • Ensure reported defects are thoroughly tested, replicated, and documented for swift resolution
  • Collaborate closely with our development support team to resolve incidents timely and within Service Level Agreements
  • Update internal and customer-facing knowledge base with new support articles, videos, and training material to improve overall knowledge
  • Occasionally travel to visit customers and build strong relationships with them

Key Qualifications:

  • Strong understanding of delivering outstanding customer experiences
  • Ability to build trust and rapport with customers and their employees through friendly, empathetic, patient, and personable communication
  • Excellent written and verbal communication skills to effectively articulate complex technical information
  • Ability to exercise 'Three T's' (Thinking, Talking, Typing) to ensure seamless communication
  • Strong problem-solving skills, creativity, and systematic thinking to resolve complex issues
  • Attention to detail and organized thinking to ensure accurate documentation and issue resolution
  • Technical, software, and internet experience to navigate complex systems
  • Availability for rotational on-call After Hours Support to ensure continuous coverage
  • At least 3 years of customer/technical service experience to bring valuable expertise to this role

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