Customer Happiness Champion

Job Description

Sendle, a B Corp and the first 100% carbon neutral delivery service, is seeking a Customer Happiness Champion to join their team. This role is based in Metro Manila, Philippines, and operates on a hybrid work model. The Customer Happiness Champion will be responsible for delivering world-class customer support, building trust with customers, and providing solutions to drive their success. They will also handle escalations, share feedback to enhance processes, and assist teammates through collaborative learning sessions.Role involves:

• Connecting with customers daily to build trust and provide solutions.
• Turning around sticky situations into favorable resolutions.
• Developing a thorough understanding of Sendle’s delivery services.
• Being the first point of escalations via chat, email, voice, and other support channels.
• Sharing feedback and suggestions to enhance processes and documentation.
• Assisting teammates through collaborative peer-to-peer learning sessions.
• Contributing to informed decision-making on system changes and helping shape product design.

Requirements:

• Genuine desire to deliver the highest possible level of service.
• Ability to work with a team on shifting schedules to provide 24/7 service.
• Ability to handle escalations via chat, email, voice, and other support channels.
• Flexibility to thrive in a hybrid work environment.
• Willingness to undergo training to cater to different customer groups.
• Excellent written and spoken English.
• Grit, perseverance, and resilience in handling sticky situations.
• A self-starter personality with minimal supervision.
• Strong attention to detail and exceptional problem-solving skills.
• Comfortable with technology and digitally savvy.
• Sound judgment and autonomy to make decisions.

Sendle offers:

• PHP 25,000 - PHP 30,000 basic pay per month
• 15 days of paid holidays
• 15 days of sick leave
• Birthday leave
• HMO on Day 1 + 1 free dependent
• Night Differential pay, as applicable
• Night allowance or Weekend allowance, as applicable
• Internet allowance
• Coffee allowance
• Wellness Allowance
• Remote work allowance
• Fun Budget to celebrate events
• Working with an awesome team :)