Senior Customer Experience Coordinator

1 day ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeTechnical Full time $5,000 - $5,500

Job Overview

 

We're seeking a skilled and empathetic Technical Customer Support Specialist to join our team.

This role involves engaging with customers, addressing inquiries, and providing solutions with expertise and enthusiasm.

You'll be the front line of our commitment to excellence, ensuring seamless customer experiences.

 

Key Responsibilities:

  • Manage customer support inquiries via chat, phone, and email.
  • Document customer interactions and resolutions accurately.
  • Provide accurate, timely, and friendly responses to clients.
  • Work closely with the ticket and technical support team to troubleshoot software-related issues.
  • Escalate complex issues and follow up for timely resolution.
  • Communicate with customers to gather necessary information and provide updates on their inquiries and issues.
  • Respond promptly to customer inquiries and issues with professionalism and customer service.
  • Evaluate and improve the customer support system to better serve customers.
  • Develop and maintain a knowledge base for common customer queries and issues.
  • Provide input on improving documentation and support processes.
  • Collect customer feedback and insights to identify areas for improvement in our products and services.
  • Collaborate with cross-functional teams to implement improvements based on customer input.

 

Effectiveness Metrics:

  1. Customer satisfaction ratings (CSAT and NPS)
  2. Average time to resolve customer issues
  3. Average number of issues resolved

 

Requirements:

  • 3+ years of experience in technical support or a similar role
  • High school diploma or equivalent; bachelor's degree preferred
  • A heart for customers, empathy, and a go-getter attitude
  • Proficiency in English with excellent verbal and written communication skills
  • Basic grammar skills and average typing speed (40-60 WPM)
  • Strong problem-solving and conflict resolution skills
  • Proficient in using customer service software and databases
  • Passion for designing and enhancing systems and organizing
  • Proficiency in managing and interpreting data
  • A stable internet connection with a reliable backup
  • Ability to work during US working hours (Eastern Time)
  • Ability to multitask and prioritize tasks effectively
  • Ability to collaborate with other team members and departments
  • Attention to detail and strong organizational skills
  • A positive demeanor and willingness to adapt to change

 

Why Join Us?

  • The opportunity to make a difference from day one
  • The power to positively impact fitness and children's education industries doing admirable work
  • A competitive salary

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