Senior Customer Experience Representative

2 days ago

Las Piñas, National Capital Region, Philippines beBeeCustomer Full time ₱1,500,000 - ₱2,500,000

Unlock Your Potential as a Customer Advocate

About the Role

We are seeking a dedicated and knowledgeable professional to join our team as a Product Advocate. This pivotal role involves delivering exceptional customer experiences by leveraging deep product expertise and strong communication skills.

Key Responsibilities
  • Customer Support: Handle customer inquiries in digital and voice channels to provide technical and product support.
  • Troubleshooting: Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively.
  • Product Knowledge: Stay up-to-date on product changes, new features, and integrations, proactively expanding knowledge.
  • Collaboration: Validate workflows with peers and identify patterns in customer feedback to inform internal discussions.
  • Ownership: Take ownership of ensuring customers understand key features and benefits aligned with their goals.
  • Performance Metrics: Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT.
Required Qualifications
  • Experience: Minimum proven experience of 2 years in at least one entry-level tech Customer Support or Technical Support role.
  • Problem-Solving Skills: Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.
  • Communication Skills: Excellent English communication skills, both written and verbal, with an empathetic approach.
  • Technical Skills: Proficiency with support tools, including live chat and ticketing systems along with processes and metrics like resolution time, customer satisfaction (CSAT), and ticket volume trends.
  • Time Management: Demonstrated ability to manage time effectively and adhere to SLAs.
  • Explain Technical Concepts: Proficiency in tailoring technical explanations for non-technical audiences.
Preferred Qualifications
  • Background: Background in SaaS or technology-focused roles.
  • Analytical Skills: Experience analyzing customer feedback to inform product or process improvements.
  • Tools Familiarity: Familiarity with tools like Jira, Salesforce, and REST API integrations.
  • Foundational Knowledge: Strong foundational knowledge of integration and filtering systems.
  • Programming Skills: Basic programming knowledge.
Why Apollo?

Apollo is an AI-native company built on a culture of continuous improvement. We're on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.

We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we're all for one, meaning you'll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.

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