Customer Experience Specialist

1 day ago

Province of Palawan, Mimaropa, Philippines beBeeCustomerSupport Full time ₱3,200,000 - ₱5,200,000

We are seeking a highly skilled and empathetic specialist to join our support team in managing and resolving escalated customer issues, ensuring every customer feels heard and valued, and protecting our brand's reputation.

This position requires a driven and knowledgeable specialist to take our customer experience to the next level. Our company has grown significantly in recent years, reaching new heights of success, and we need someone with expertise to help us continue this trajectory.

Key Responsibilities
  • De-escalate and resolve high-priority customer complaints and sensitive issues via phone, utilizing excellent communication skills and critical thinking.
  • Think critically and proactively to solve complex problems, taking ownership from start to finish and ensuring timely resolutions.
  • Coordinate with internal stakeholders to gather information and ensure seamless issue resolution.
  • Meticulously document customer interactions and resolutions in Zendesk, maintaining accurate records for future reference.
  • Provide clear, actionable feedback to improve processes and prevent future complaints, driving continuous improvement.
Core Skills and Competencies
  • Exceptional verbal and written communication skills in English.
  • Emotional intelligence and empathy, with the ability to de-escalate tense situations.
  • Critical thinking and problem-solving mindset, with a proven track record of delivering results.
  • Zendesk and telephony system proficiency, with a strong understanding of modern technology.
Qualifications and Requirements
  • 2+ years in a similar customer support role, with a focus on handling escalated complaints.
  • Proven track record of de-escalating angry or frustrated customers and driving issues to resolution.
  • Proficiency with Zendesk and modern telephony systems, with a strong foundation in technology.
  • Prior experience in the e-commerce market is preferred, but not required.
  • Outstanding command of the English language, both written and spoken.
Hiring Process
  • Round 1: Review and evaluate your application, assessing your qualifications and fit for the role.
  • Round 2: 45-minute discovery call to assess your experience, problem-solving approach, and cultural fit.
  • Round 3: Practical assessment with a mock complaint scenario to demonstrate de-escalation and problem-solving skills.
  • Round 4: Final meeting with the team to ensure alignment with our culture and work ethic.

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