Customer Experience Champion

2 days ago

Cebu City, Central Visayas, Philippines beBeeSupport Full time ₱800,000 - ₱1,200,000

Customer Experience Champion

Job Summary

We are seeking a highly skilled and customer-focused professional to join our team as a Customer Support Representative. As a key member of our support team, you will play a crucial role in delivering exceptional customer experiences, resolving issues promptly, and ensuring customer satisfaction.

Key Responsibilities
  • Respond to customer inquiries via email and chat in a professional and timely manner, providing accurate and helpful solutions.
  • Perform daily ticket hygiene, reviewing updates and collaborating with relevant stakeholders to expedite ticket resolution.
  • Resolve customer complaints diplomatically and effectively, adhering to service level agreements and policies.
  • Apply time management and prioritization skills based on ticket severity and response times.
  • Follow incident management protocols, escalating complex issues to the next support level with appropriate follow-ups.
  • Accurately record all customer interactions in our CRM system.
  • Maintain a thorough understanding of our platform and services.
  • Meet or exceed performance goals and customer satisfaction targets.
Development Objectives
  • 0-3 Months: Build internal relationships, develop product knowledge, and become proficient with required tools and systems.
  • 3-6 Months: Participate in cross-skilling initiatives, broadening product understanding and contributing to complex ticket resolution processes.
  • 6-12 Months: Upskill, resolve simple tickets, mentor new hires, and contribute ideas for process improvements.
Requirements
  • A minimum of two years of experience in a SaaS/customer support role.
  • Strong analytical and problem-solving skills.
  • Good command of oral and written English.
  • Good psychological well-being and demeanor.
  • Ability to work onsite at our office.
What We Offer
  • Accessible and friendly office environment.
  • Anniversary gifts and wellbeing policies including company-sponsored healthcare insurance.
  • Work-Life Balance with paid time off and compensatory time off.
  • Opportunities for growth through learning and development.
  • Recognition programs and team events.
  • Casual dress code on Fridays and a culture that values collaboration and fun.

We strive to foster an inclusive culture, respecting diversity and promoting equality. Our mantra is to make things happen every day.

Our Values
  • Bring out the best – Empower people to build a safer future and create a positive impact.
  • Challenge the norm – Pursue innovation, stay curious, and seek opportunities for growth.
  • Treat people well – Foster trust, compassion, and respect.
  • Walk the walk – Be accountable, act with integrity, and keep commitments.
Seniority level
  • Not Applicable.
Employment type
  • Full-time.
Job function
  • Other.
Industries
  • IT Services and IT Consulting.

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