Job Description
Wanted: Passionate Customer Experience Specialist
Are you looking for the chance to make a positive impact on the planet? Do you have a passion for exceptional service and the ability to wow customers? If so, we’re looking for you!
You:
- Love solving problems and helping people
- Appreciate a good debate even with your boss
- Figure out how to fix it instead of who is to blame.
- Aren't afraid to jump into the deep end.
- Are excited about being part of an empowered team.
- Have pulled recyclables out of the trash.
We:
- Believe we do not inherit the earth from our ancestors; we borrow it from our children.
- Work to protect and restore the environment.
- Aren't afraid to make mistakes as long as we learn.
- Care more about your values and intelligence than your experience.
- Are committed to creating team dynamics that create empowerment vs. entitlement
Our Core Values
- Commit to a culture that builds a strong COMMUNITY.
- Foster CREATIVITY to inspire fresh innovation.
- Embrace COURAGE by taking action despite uncertainty.
- Live with Awareness and CONSCIOUSNESS of our choices.
The Opportunity:
As a CX Agent, you will play a pivotal role in providing the highest calibre customer service across various channels, including (but not limited to) email, live chat, and social media. You will be the front line of communication, addressing inquiries about our products, memberships, subscription, and overall business, while embodying our core values and brand ethos.
Responsibilities
Customer Service Excellence:
- Provide customer delighting service through the phone ensuring all interactions are approachable, optimistic, considerate, accurate, and timely.
- Be the go-to person for customers, offering support and guidance to enhance their overall experience.
Membership and Subscription Support:
- Serve as a dedicated resource for customers with memberships and subscriptions, ensuring they receive personalized assistance.
- Implement retention and execute strategies to help reduce churn, actively engaging with customers to understand their needs and address concerns.
Brand Ambassadorship:
- Act as a passionate ambassador and advocate for our brand and product lines, embodying our values and mission.
- Foster a positive brand perception by consistently delivering exceptional customer interactions.
Problem-Solving Expertise:
- Proactively identify and resolve customer issues, taking ownership to ensure seamless deliveries, transactions, and overall experiences.
- Employ a solution-oriented mindset in order to determine the root cause of any troubleshooting concerns relating to all aspects of the customer experience and product usability, to guarantee customer satisfaction and loyalty.
Collaboration and Communication:
- Work with the CX Leadership team to share customer insights and contribute to strategies aimed at enhancing the overall customer experience.
- Provide valuable feedback based on customer interactions to improve processes and product offerings.
Requirements:
You are available to work: Tuesday to Saturday 2pm-10pm PHT
- You have experience in customer-facing roles.
- You have superior written and oral communication skills.
- You have strong people skills — you are excited by the idea of chatting with new and interesting folks.
- You are friendly and empathetic.
- You are a quick learner and can think on your feet.
- If you have experience with Zendesk or similar CRM, that is an asset
- You are passionate about creating amazing experiences for our customers
- You are a self starter who thrives in a fast paced environment and delights in problem solving
- You can adapt to change in a fast-paced environment and embrace new challenges.
- You are a team player who works well with a wide range of personalities and is ready to contribute to an awesome team environment.
Salary: 45,000-50,000 PHP monthly
Pela is committed to cultivating and preserving a company culture of diversity, equity, and inclusion. This means we seek out people with diversity of opinion and with strengths that will be complementary to our existing organization. We know that we will grow and learn better with a diverse team. When recruiting for new members of our team, we welcome the unique contributions that you can bring in terms of your education, culture, ethnicity, race, sex, gender identity and expression, age, religion, and sexual orientation.