Customer Relationship Specialist

7 days ago

Sorsogon, Bicol, Philippines beBeeCustomer Full time ₱4,500 - ₱6,500

As a key member of our support team, you will play a vital role in ensuring the exceptional experience of our customers.

You will be the primary point of contact for our customers, addressing inquiries related to cancellations, bid adjustments, booking amendments, profile updates, and post-service feedback.

Key Responsibilities:
  • Cancellations Handling:
    • Manage event and relationship cancellation tickets.
    • Review and process short-term cancellations by providers or customers.
    • For provider-initiated cancellations: Apply cancellation fees, adjust work status, and inform providers.
    • For customer-initiated cancellations: Process the cancellation, ensure appropriate compensation for providers, and confirm the cancellation details with the customer.
    • For short-term cancellations, contact customers to determine if a replacement service is required.
  • Bid Ticket Management:
    • Assess and implement changes to bids, including date adjustments, pricing updates, and new bid creation.
    • 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.
    • Typical changes include alterations to the day of the week, start time, or event duration.
  • Profile Updates:
    • Process profile update requests, such as changes to address, password, and payment methods.
    • Ensure that any profile changes are reflected in existing bookings as needed.
  • Failed Identification Checks:
    • Investigate failed ID checks through Onfido, verifying the validity of identification documents.
    • Update profiles accordingly: manually approve valid documents or deactivate profiles and inform providers if documents are not valid.
  • Post-Service Responses:
    • Review feedback from service providers after events.
    • Determine necessary follow-up actions and contact the appropriate parties to address issues.
Requirements:
  • At least 3 years of experience in customer-facing roles or a related field.
  • Self-starters who are well-organized and proactive are preferred.
  • Strong command of written English is essential.
  • Comfortable conversing over the phone with internal stakeholders.
  • High ability to empathize with providers and customers, fostering positive relationships and trust in the brand.
  • Ideally, some experience with Freshworks or similar systems.
  • Familiarity with Excel or Google Sheets is advantageous.
  • Able to thrive in a dynamic environment where processes are continuously improved.
  • Bring a fresh, confident, and passionate attitude to the team.
  • Open to a shift-based schedule.

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