Help Desk Specialist

2 days ago

Cainta, Calabarzon, Philippines beBeeCustomerSupport Full time ₱2,300 - ₱2,800
Job Title

We are seeking a highly skilled and motivated professional to join our team as a Customer Service Representative. As a key member of our customer support team, you will be responsible for providing exceptional service to our customers, addressing their inquiries and resolving any issues they may have in a timely and professional manner.

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Responsibilities:

  • Cancellations Handling:
    • Process event and relationship cancellations, ensuring that all parties are notified and aware of the changes.
    • Review and implement short-term cancellations (less than 48, 24, or 12 hours) by providers or customers, applying cancellation fees and adjusting work status accordingly.
    • Manage the cancellation process, ensure appropriate compensation for providers, and confirm the cancellation details with the customer.
  • Bid Ticket Management:
    • Audit and implement changes to bids, including date adjustments, pricing updates, and new bid creation, confirming 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.
  • Profile Updates:
    • Process profile update requests, such as changes to address, password, and payment methods, ensuring 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, and 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, determining necessary follow-up actions and contacting the appropriate parties to address issues.

Requirements:

  • At least 3 years in customer-facing, customer support 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, including your direct manager and team members, rarely customers/providers.
  • 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 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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