Senior Customer Advocate

1 week ago

Pasig, National Capital Region, Philippines beBeeCustomerSupport Full time ₱900,000 - ₱1,200,000
Job Title:

Customer Support Professional


Job Description

This is a senior-level customer-facing role where you will serve as the primary point of contact for our clients, providing expert support and guidance on business incorporation, accounting, and compliance in Australia.

You will leverage advanced digital tools to deliver fast, empathetic, and solutions-driven support across languages and time zones. Our key objectives for the next 6-12 months are centered on delivering exceptional remote support for clients navigating business incorporation, accounting, and compliance in Australia.

Key Outcomes:
  • 95% calls answered within a timely manner
  • 95% adherence to SLAs for mean time to respond and resolution for all tickets
  • No more than 10% backlog of pending tickets at any given time
Responsibilities
  • Multichannel Support: Resolve customer inquiries via email, live chat, phone, and other channels with speed and clarity; guide clients through our digital platforms (e.g., onboarding, document submissions)
  • Problem Solving: Troubleshoot issues related to business incorporation, accounting, and more; escalate to internal teams when necessary
  • Collaboration: Work closely with Sales, Compliance, Corporate Secretary, Accounting, and Tech teams to ensure seamless service delivery
  • Continuous Improvement: Identify recurring customer pain points and suggest improvements to workflows or help center content
Requirements

Must-Have Skills and Qualifications:

  • Excellent communication skills: Outstanding English language proficiency (written and spoken)
  • Tech Savviness: Experience with Zendesk, Aircall, Slack, and Gmail is highly beneficial
  • Customer-Centric Mindset: 4+ years in customer support experience, preferably in fintech, SaaS, or professional services industries
  • Remote Work Readiness: Self-motivated individual with a quiet workspace and stable internet connection

Nice-to-Have Skills and Qualifications:

  • Basic knowledge of Australian business regulations (e.g., taxes, company filings)
  • Experience in a fast-paced startup/scale-up environment

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