Customer Experience Expert

22 hours ago

Taguig, National Capital Region, Philippines beBeeGlobal Full time ₱60,000 - ₱80,000

Nulogy is a technology company with a vision of greater collaboration and agility within the supply chain. Our software platform enables Consumer Packaged Goods (CPG) companies and their contracted network of manufacturers and packagers to reduce waste, reduce costs, and better serve their customers.

We currently work with the world's leading CPG organizations, including brands like Colgate-Palmolive, L'Oréal, and P&G. Our technology is best-of-breed supply chain solutions. We have grown rapidly over the last decade, and we are proud to be recognized with various awards, including Canada's Top Small & Medium Employers, Food Logistics Top 100 Software Provider, and Canada's Most Admired Corporate Culture.

As a Global Support Representative, you will provide an exceptional customer experience while answering complex technical support questions from our customers across the globe. You will focus on providing services during EMEA time zones and be an expert on all of our services, able to assist with the most challenging inquiries.

You will act as a product expert, empowering customers with product knowledge and guiding them to self-sufficiency through education and resources. Your goal is to ensure that our customers receive timely and effective support for any issues they may encounter.

Your key responsibilities will include:

  • Supporting our customers by email and phone with their inquiries on a day-to-day basis
  • Managing customer expectations appropriately and always following up on promises and time commitments
  • Accurately logging all customer communications in our support ticket tracking tool
  • Understanding customer business processes and software system processes and their relationships
  • Completing regular tasks for customers such as report creation
  • Ensuring reported defects are thoroughly tested, replicated, and documented
  • Working closely with our development support team to ensure incidents are resolved timely and within SLA's
  • Updating internal and customer-facing knowledge base with new support articles, videos, and training material
  • Able to occasionally travel and visit our customers

To succeed in this role, you will need to possess the following skills and qualifications:

  • Understand the concept of providing an excellent customer experience
  • Eager to build a strong rapport with our customers and their employees
  • Be friendly, empathetic, patient, and personable even under stressful circumstances
  • Have outstanding written and verbal communication skills
  • Can exercise the 'Three T's' (Thinking, Talking, Typing)
  • Show a strong ability to solve problems creatively, and systematically
  • Demonstrate great attention to detail, and be an organized thinker
  • Strong technical, software, internet experience
  • Available for rotational on-call After Hours Support
  • 3+ years of customer/technical service experience

We offer a range of benefits to our employees, including:

  • A dynamic and supportive work environment
  • Ongoing training and professional development opportunities
  • A competitive salary and benefits package
  • The opportunity to work with a leading technology company
  • A chance to make a real difference in the lives of our customers

We embrace diversity and recognize the need for teams that represent a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We encourage everyone to apply.

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