Customer Service Advocate

3 days ago

Tarlac City, Central Luzon, Philippines beBeeCustomerCare Full time ₱3,756,950 - ₱4,517,955
About This Role

We are seeking a professional to join our team in customer care. In this role, you will be responsible for gathering information from customers and ensuring their continued support and success after implementing our employment product.

You will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary.

Your Key Responsibilities
  • Responding to and resolving customer tickets, calls and queries related to the employment platform in a timely manner.
  • Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers.
  • Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements.
  • Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
  • Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with seniors/team leads and the product team.
  • Working with customers across multiple channels (email, chat, phone) to understand their organisational workflow and how the platform can support them to maximise their people processes.
  • Leveraging various tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs)
  • Proactively contribute feature requests and help centre suggestions, where warranted and using customer insights.
About You
  • 1-2 years experience with proven results in a fast-paced customer service/support environment across live chat and email.
  • Relevant Australian payroll experience.
  • Prior exposure to customer experience within a SaaS environment.
  • Exposure to working in fluid, high change and high velocity environments.
  • Problem-solving skills with a sound and thorough approach to troubleshooting.
  • Ability to manage competing priorities, working autonomously; requesting assistance where needed.
  • Strong and polished verbal and written communication skills.
About Us

We strive to create a better way to work. Joining us means you will work remotely, with flexibility to own your time and impact, access cutting-edge tools, surround yourself with ambitious colleagues, and have access to a wide range of benefits including generous paternity leave policy, subsidised egg freezing, and outstanding learning & development opportunities.

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