COMMUNITY RELATIONS & SUPPORT EXECUTIVE

COMMUNITY RELATIONS & SUPPORT EXECUTIVE

Flat Planet Philippines Incorporated
Metro Manila / NCR
3-13 years
Not Specified

Job Description

As a Community Relations and Support Executive (CRSE), you will be one of the
primary building blocks of our company. CRSE’s help facilitate smooth interactions
between our clients and our experts and assist with any support required during the life-cycle of these interactions. This is a fast-paced role wherein you will be coordinating
with various senior stakeholders on a daily basis via mediums like phone, email, chat etc.
You will be thinking on your feet to provide the best possible solutions to common and
complex situations.

CRSE’s will be trained to troubleshoot technical and frequently asked queries from the
experts and clients. Each day you will receive a wide range of queries from our
stakeholders broadly around consultation scheduling, rescheduling and post consultation
follow ups, the Executive will be required to address these matters in a timely and
effective manner. The Executive will be required to work closely with our CS Team and
Tech team to ensure smooth flow of the consultation process.
What You’ll Do :
  • Responsible for smooth functioning of consultations, call scheduling, checking compliance requirements, providing troubleshooting assistance to experts and clients, solving expert queries and other consultation call related activities.
  • Coordinate with the CS team/ Tech team as needed during the life cycle of the project.
  • Follow up and coordinate scheduling/rescheduling related information with experts via email, zendesk, call, freshdesk, whatsapp, etc.
  • Well versed with account specific compliance requirements for setting up consultations (proper training for the same will be provided)
  • Help address call related queries using FAQs and Helpdesk manual.
  • Regularly take feedback from experts over call/ email and convey any necessary information to CS.
  • Raise and share any conference line issues faced by clients & experts during and after the call.
  • Perform post consult tasks like sending payment details, triggering transcription, etc.
  • Assist with payment queries and issues faced by experts post the consult.
  • Follow up with experts to review/ renew the expert guidelines as well as complete compliance tutorials.
  • Need to be quick on your feet to provide solutions to our valued clients.
Requirements:
  • Bachelor’s degree with relevant experience in client support/client handling or related fields
  • Ability to multitask, set priorities and manage time effectively
  • Knowledge of basic technical skills like Mac OSX, Office Suite, Zendesk and other project management tools.
  • Ardent learner with a attitude of constantly improving oneself
  • Self-motivated, disciplined, with strong interpersonal skills
  • Able to build good relationships with external and internal parties
  • Excellent command in spoken and written English

Flat Planet is Australia’s leading Virtual Employee company. We are a virtual doorway to Australia – you will work Australian hours with Australian clients dealing with Australian businesses!

At Flat Planet we pride ourselves on attracting the best and brightest by paying well above market rates and massive uncapped incentives for genuine performers. Earn what you’re really worth!

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