English Support Specialist (SO1)

Customer Service And Sales Taguig City, National Capital Region


Description

Published Responsibilities:

  • Become an expert on our platform, processes, and policies
  • Contact external delivery platform support teams to update live orders for our customers
  • Use correct troubleshooting processes, language, and structure to address customer complaints over a variety of support channels (e-mail, chat, phone, etc.)
  • Use good judgement and strong communication skills to ensure escalations are solved on the first contact
  • Quickly respond to customer inquiries to ensure 100% customer satisfaction
  • Work cross-functionally with other departments to prioritize, coordinate and apply resources as needed

What We're Looking For:

  • Bachelor's degree from a university preferred
  • Availability to work on weekends required
  • Excellent English language proficiency/ fluency
  • 1-3 years of professional experience in a similar, customer-facing role
  • Experience working with support tools such as Zendesk
  • Track record of providing support for complex issues, products, and processes
  • Ability to thrive in chaos: handle high-pressure situations, taking responsibility for actions, responds well to constructive feedback, ability to focus on task at hand
  • Communication: emotionally intelligent, strives to always be helpful, empathetic with customer service ethic
  • Ownership: passionate about the customer, advanced problem solving, pursues answers independently
  • Self-Starter and Self-Solver: possesses flexibility to work in a fast-changing environment with flexible shifts and ambiguous situations
  • Experience or understanding of how to work and collaborate with a remote, distributed team

Nice-to-haves:

  • Proficient with technical writing skills
  • Project management experience
  • Experience working on basic-intermediate analytics tasks