Customer Support Expert

1 day ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeCustomerSupport Full time $25,000 - $40,000
About the Role

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

You will work closely with customers and service providers to ensure a seamless experience and maintain high standards of customer satisfaction.

Training will be provided, and your direct manager will offer guidance and support throughout your journey as we grow together.

Being part of a pioneering team, there is potential for leadership responsibilities down the line as the department grows.

Key Responsibilities
  • Cancellations Handling:
    • Manage event and relationship cancellation tickets.
    • Review and process short-term cancellations (less than 48, 24, or 12 hours) by providers or customers.
    • Apply cancellation fees, adjust work status, and inform providers of the fee.
    • Process the cancellation, ensure appropriate compensation for providers, and confirm the cancellation details with the customer.
    • 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
  • A minimum of three years' experience in customer-facing roles or related fields.
  • Self-motivated individuals who are well-organized and proactive are preferred.
  • A strong command of written English is essential.
  • Comfortable conversing over the phone with internal stakeholders, including direct managers and team members, occasionally with customers or providers.
  • High ability to empathize with providers and customers, fostering positive relationships and trust in our brand.
  • Ideal candidates would have some experience with similar systems.
  • Familiarity with Excel or Google Sheets is advantageous.
  • Ability to thrive in a dynamic environment where processes are continuously improved and new approaches are tested.
  • Bring a fresh, confident, and passionate attitude to the team.
  • Open to a shift-based schedule that includes Saturdays.

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