Customer Support Specialist (Email)

Position Type: Contractor – Full-time – WFH (Philippines)

Work Hours: 40 hours per week

Shift: 5AM – 1 PM PHT

Device: Applicants are expected to have their own WFH equipment.

Who are we?

We are Franki, a team that believes the most meaningful moments happen through shared experiences, over a great meal and a few drinks. We are dedicated to redefining how people make decisions on where to eat, drink, and have a good time. As a trusted source of recommendations built on user-generated content, our community of passionate foodies and explorers simplifies and enhances the decision-making process.

Who are you?

You are a proactive and experienced Email Customer Support or an equivalent role based in the Philippines with a passion for delivering thoughtful and effective solutions to customers. We believe in putting people first, understanding their needs, and solving their problems with a genuine smile. If you’re passionate about delivering exceptional customer experiences and thrive on helping others, we’d love to meet you!

Position Summary

The Customer Support role is the front line of our company, providing exceptional service and support to our valued customers. This role involves assisting customers with inquiries, resolving issues, and ensuring a positive overall experience. This position is critical in upholding community trust, enhancing user engagement, and maintaining a consistent brand identity.

Responsibilities:

• Respond to customer inquiries: Provide timely and accurate responses to customer inquiries via email.
• Resolve customer issues: Troubleshoot and resolve customer issues professionally and efficiently.
• Provide product/service information: Educate customers about our products or services, including features, benefits, and usage.
• Maintain customer records: Keep accurate and up-to-date records of customer interactions and issue resolutions.
• Escalate complex issues: Identify and escalate complex issues to appropriate teams or management.
• Collaborate with team members: Work effectively with other customer support team members to ensure seamless customer service.
• Contribute to knowledge base: Document solutions and create knowledge base articles to help customers and other support agents.

Requirements:

• Education:
• Bachelor’s degree or relevant experience preferred.
• Skills and Knowledge
• Experience in a customer support role is a must.
• Familiarity with CRM systems, preferably Salesforce.
• Strong ability to communicate clearly and effectively verbally and in writing.
• Ability to analyze problems, identify solutions, and implement them effectively.
• Knowledge of B2C business products or services is an advantage
• Personal Attributes
• Has a genuine desire to help customers and provide a positive experience.
• Highly attentive to details and maintains a high standard of work
• Ability to work under pressure and meet deadlines.

What We Offer

• A vibrant and supportive work environment focused on growth, creativity, and collaboration.
• Competitive salary
• Overtime rates for Public Holidays
• The chance to make a real difference in the lives of customers