Product Expert Role in Customer Experience

21 hours ago

Manila, National Capital Region, Philippines beBeeCustomer Full time $65,000 - $85,000

The role of Product Expert is a crucial position at an organization, focused on delivering exceptional customer experiences by leveraging deep product knowledge and strong communication skills.

Key Responsibilities:
  • Handle customer inquiries in digital and voice channels to provide technical support.
  • Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively.
  • Stay up-to-date on product changes, new features, and integrations, proactively expanding knowledge.
  • Validate workflows with peers and identify patterns in customer feedback to inform discussions.
  • Take ownership of ensuring customers understand key features and benefits aligned with their goals.
  • Adhere to SLAs, meeting key performance metrics such as resolution time and CSAT.
Required Qualifications:
  • Minimum 2 years of experience in a tech Support or Technical Support role.
  • Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.
  • Excellent English communication skills, both written and verbal, with an empathetic approach.
  • Proficiency with support tools, including live chat and ticketing systems.
  • Demonstrated ability to manage time effectively and adhere to SLAs.
  • Ability to tailor technical explanations for non-technical audiences.
Benefits:

This role offers opportunities for growth and professional development, enabling you to expand your expertise and contribute to delivering exceptional customer experiences.

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