Customer Service Experience Manager

2 semanas atrás

São Paulo, São Paulo, Brasil beBeeCustomerSupport Tempo inteiro US$40.000 - US$60.000
Job Overview

We are seeking a highly motivated and analytical professional to drive customer experience and product efficacy by executing on customer cancellation requests.

The ideal candidate is passionate about the customer journey, intellectually curious, analytical, and possesses an entrepreneurial mindset.

About The Role

You will efficiently manage cancellations, monitor cancellation status for merchants, and provide friendly customer service support via chat, calls, emails, and other channels.

Key Responsibilities
  • Manage cancellations and monitor cancellation status for merchants
  • Initiate and execute workflows for cancellations at various stages of the cancellation journey with merchants
  • Provide friendly customer service support via chat, calls, emails, and other channels
  • Understand subscription terms and pull relevant information from internal systems to support Account Management, Sales, and other queries
  • Conduct outbound calls to customers for subscription management and issue resolution
  • Handle incoming queries from customers and merchants, ensuring timely resolution and escalation when necessary
  • Collaborate with cross-functional teams to improve processes and enhance the customer experience
  • Maintain accurate records and documentation of customer interactions and issue resolutions
Required Skills And Qualifications
  • Have 3+ years of work experience in Call Center, customer service roles
  • Demonstrate ability to deliver excellent customer service and resolve issues with good judgment
  • Be strong in analytical abilities for troubleshooting and problem-solving
  • Appreciate routine tasks and follow clear instructions
  • Be comfortable multitasking to manage calls, emails, and chats simultaneously in an outbound calling process
  • Have strong communication skills, both verbal and written, with a friendly and professional tone
  • Be able to adapt to a fast-paced and technologically advanced environment
  • Be detail-oriented with strong organizational skills and prioritize tasks effectively
Security Responsibility

Abide by security policies and practices, ensure confidentiality and integrity of accessed information, report suspected security violations or breaches, and complete periodic mandatory security trainings.

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