Help Desk Coordinator

2 days ago

Calamba, Calabarzon, Philippines beBeeSupport Full time ₱1,500,000 - ₱2,200,000

Job Overview

As a Customer Support Specialist, you will be the first point of contact for our customers, assisting them with inquiries related to cancellations, bid adjustments, booking amendments, profile updates, and post-service feedback.

This role requires strong customer-facing skills and experience in handling a high volume of customer inquiries. The ideal candidate will have excellent communication and problem-solving skills, as well as the ability to work effectively in a team environment.

Key Responsibilities:
  • Cancellations Handling: Manage event and relationship cancellation tickets, review and process short-term cancellations, apply cancellation fees, and inform providers or customers.
  • Bid Ticket Management: Assess and implement changes to bids, confirm changes with customers via email.
  • Booking Amendments: Handle requests for changes to existing bookings, ensuring both parties are informed and that adjustments are made accurately.
  • Profile Updates: Process profile update requests, such as changes to address, password, and payment methods.
  • Failed Identification Checks: Investigate failed ID checks, verify the validity of identification documents, and update profiles accordingly.
  • Post-Service Responses: Review feedback from service providers after events, determine necessary follow-up actions, and contact the appropriate parties to address issues.
Required Skills and Qualifications
  • At least 3 years in customer-facing, customer support or a related field.
  • Self-starter with strong organizational skills and proactive approach.
  • Strong command of written English is essential.
  • Effective communication and interpersonal skills, comfortable conversing over the phone with internal stakeholders and rarely customers/providers.
  • High emotional intelligence and ability to empathize with providers and customers, fostering positive relationships and trust in the brand.
  • Ideal technical skills include some experience with Freshworks or similar systems.
  • Familiarity with Excel or Google Sheets is advantageous.
  • Adaptability and willingness to thrive in a dynamic environment where processes are continuously improved and new approaches are tested.
  • Fresh, confident, and passionate attitude to the team.
  • Able to work a shift-based schedule that includes Saturdays.

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