Customer Experience Ambassador

2 days ago

Makati City, National Capital Region, Philippines beBeeCustomer Full time ₱2,500,000 - ₱3,750,000

Customer Experience Specialist

About the Role

We are seeking a highly skilled and dynamic Customer Experience Specialist to join our team. The successful candidate will play a key role in delivering exceptional customer experiences, resolving inquiries based on urgency and complexity, and facilitating the onboarding process for new customers.

  • Provide timely and effective support to customers via direct chat or phone
  • Respond to all messages within service level agreements (SLAs)
  • FOLLOW ALL PROTOCOLS AND GUIDELINES 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 SLAs.'
  • Respond to resolve customer queries in a holistic manner
  • Use CRM tools to take diligent notes and add context to customer data
  • Other duties as assigned
Core Competencies
  • Great decision-making skills and judgment: Make sound decisions in the best interests of our customers and the company.
  • Experience with CRM/account management software: Familiarity with CRM tools to manage customer interactions and data effectively.
  • Dependable: Consistently adhere to shift times and schedules to ensure uninterrupted customer support.
  • Aware of Muslim community nuances/challenges: Understand the cultural and community dynamics that may affect our customers' experiences.
  • Strong communication skills: Communicate complex information in a user-friendly manner, ensuring customers easily grasp the solutions provided.
  • Problem solver: Demonstrate a commitment to finding innovative solutions to challenges and delivering an excellent customer experience.
  • Ownership: Proactively seek ways to enhance our overall user experience and improve internal processes.
  • Empathy: Show a strong sense of empathy towards our users, maintaining an upbeat and supportive attitude.
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, ensuring all are handled efficiently and within deadlines.
  • Compliance Knowledge: Familiarity with industry-specific regulations and compliance standards related to online fundraising and crowdfunding platforms, ensuring that all customer interactions are in line with legal and ethical requirements.
  • Attention to Detail: Meticulous attention to detail in documenting customer interactions, ensuring accuracy in data entry, and preventing errors.
The LaunchGood Vision

At LaunchGood, we believe in empowering communities to create positive change through collaborative crowdfunding. We strive to provide a platform where people can come together, share ideas, and turn their passions into reality.


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