Customer Experience Liaison

3 days ago

Marikina City, National Capital Region, Philippines beBeeCustomerExperience Full time ₱6,000,000 - ₱7,200,000
Customer Experience Liaison

We are seeking a highly skilled and dynamic Customer Experience Liaison to join our team at a global crowdfunding platform. The liaison will play a key role in adhering to customer inquiries based on urgency and complexity.

Key Responsibilities:
  • Support customers via direct chat with users or phone
  • Respond to all messages within Service Level Agreement (SLA)
  • Follow all guidelines and protocol to approve and review campaigns in a timely manner
  • Prioritize responses to tickets accordingly based on urgency, level of support needed, and complexity
  • Follow up on all voicemail or missed chats within 24 hours
  • Add outreach to new customers and help them onboard within agreed SLA
  • Use the CRM to take diligent notes and add context to customer data
Core Competencies:
  • Great decision-making skills and judgment
  • Experience with CRM/account management software
  • Dependable
  • Aware of community nuances/challenges
  • Strong communication skills
  • Problem solver
  • Ownership
  • Empathy
Requirements:
  • Relevant Experience: Have 1-2 years of Customer Service experience
  • Conflict Resolution Experience: Previous experience in effectively resolving customer disputes and conflicts while maintaining a positive customer relationship
  • Team Player: Collaborative mindset with the ability to work effectively in a team, supporting colleagues and contributing to a harmonious work environment
  • Time Management Abilities: Strong time management skills to juggle multiple customer interactions and tasks simultaneously
  • Compliance Knowledge: Familiarity with industry-specific regulations and compliance standards related to online fundraising and crowdfunding platforms
  • Attention to Detail: Meticulous attention to detail in documenting customer interactions

The ideal candidate will be part of a network that insists the community is still alive in our hearts, that our hearts are connected no matter where we are.

We invite you to be part of our global team.

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