Deskripsi Pekerjaan
Are you a customer experience enthusiast looking to elevate your career with a leading tech-enabled platform? Thumbtack Philippines is seeking a Premier Service Advocate to join our high-performing multi-channel support team. In this role, you will be the bridge between our professionals and our users, ensuring that every interaction is simple, valuable, and uniquely inspired.
We are looking for a problem-solver who thrives in a fast-paced environment and possesses the empathy to handle complex inquiries across chat, email, and phone channels. You won't just be answering tickets—you will be crafting seamless user experiences that keep our community growing and thriving. If you are passionate about service excellence and want to be part of a forward-thinking culture, we want to hear from you.
Tanggung Jawab
- Provide world-class support to professionals and users via multi-channel platforms (voice, chat, and email).
- Resolve complex service inquiries and escalations with a focus on first-call resolution and customer satisfaction.
- Educate platform users on best practices to maximize their success and engagement.
- Collaborate with internal cross-functional teams to identify and report recurring platform issues or product improvements.
- Maintain high standards of service quality and productivity as defined by company KPIs.
- Ensure all interactions reflect the Thumbtack brand voice: professional, helpful, and transparent.
- Assist in building a supportive knowledge base by documenting resolutions to new or unique service challenges.
Kualifikasi
- At least 2 years of experience in customer service, preferably in a multi-channel support or BPO setting.
- Exceptional verbal and written communication skills in English.
- Strong technical aptitude and ability to navigate multiple software platforms simultaneously.
- Demonstrated ability to remain calm and composed when handling challenging customer situations.
- Excellent critical thinking and problem-solving skills with a focus on user-centric outcomes.
- Strong time management skills with the ability to prioritize tasks in a high-volume environment.
- A proactive mindset with a genuine desire to learn and grow within a tech-forward organization.