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Customer Service Representative - Remote Eligible
Respond to client reviews promptly to improve customer satisfaction and platform ratings
Manila
Entry Level
3 weeks ago
Helpware
A provider of customer service and back-office support solutions for businesses seeking to improve their customer experience and operational efficiency.
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Job Title
Job Responsibilities:
- Analyze Client's reviews on each platform (Google Workspace Marketplace, App Store, Play Store, Chrome Web Store, G2, Trustpilot & Capterra)
- Respond to the general reviews, acknowledge their feedback, and either thanks them or tell them where to get help, make it personal.
- Export the reviews you think we need to review or are concerning
- Put them into a spreadsheet so we can discuss the answers
- Use of Slack as a tool for notification and communication to client/manager
- Based on the client's/manager's shared answers, you are responsible for responding to the reviews discussed in a timely manner
- Attends bi-weekly report and discusses the following:
- What the most common issues are
- Our average review score on each platform
- Any recurring feedback
- Any particularly good/bad feedback
Requirements:
- High School Graduate
- Must be at least 18 years of age
- 1+ Years of work experience in a back-office program
- Strong analytical and organizational skills
- Basic computer skills
- Average communication skills
- Able to work well with other departments
- Engage customers professionally and friendly
- Excellent people skills/customer service
- Adherence to daily/weekly/monthly KPIs to achieve client satisfaction
- Ability to create excellent customer relationships
- Ability to multi-task
About Helpware
A provider of customer service and back-office support solutions for businesses seeking to improve their customer experience and operational efficiency.