Customer Experience Specialist (HubSpot) | Onsite, Day-Shift | Up to PHP35K

GoTeam is actively seeking a motivated and experienced Customer Experience Specialist (HubSpot Service Desk) to join our team. The successful candidate will collaborate closely with our Customer Experience Manager and fellow team members to provide outstanding support to our customers using HubSpot Service Desk.  You will be responsible for handling customer inquiries, troubleshooting issues reported by customers, and ensuring that our customers receive prompt and high-quality service.

As a managed operations company, we provide offshore employees to clients in various countries such as Australia, NZ, Singapore, and the US. We offer a friendly, professional team environment with numerous benefits, and we are proud of our caring and compassionate culture.

In this position, you will be:

• Providing timely and effective customer service and support through HubSpot Service Desk.
• Skillfully handling customer inquiries and expertly troubleshooting technical issues reported by customers.
• Communicating regularly with customers, providing status updates, and ensuring their concerns are addressed promptly and to their satisfaction.
• Collaborating closely with cross-functional teams to address customer issues, driving continuous improvement, and enhancing the overall customer experience.
• Fostering strong and enduring relationships with customers, proactively engaging with them to ensure their success and satisfaction.
• Working in partnership with the Customer Experience Manager to identify opportunities for process optimization and enhancement.
• Maintaining accurate and up-to-date records of customer interactions using HubSpot Service Desk and related tools.
• Actively participating in training and knowledge-sharing sessions to enhance your productivity and stay abreast of industry advancements.

Skills and Qualifications:

• At least 3 years of overall experience in Customer Service
• At least 2 years of experience or exposure to handling tickets through any ticketing services, HubSpot experience is a BIG PLUS
• Proven track record in a customer service or technical support role, demonstrating proficiency in utilizing HubSpot Service Desk or similar service desk systems.
• Excellent verbal and written communication skills, with the ability to effectively convey technical concepts to non-technical users in a clear and concise manner.
• Proficiency in Microsoft Office and/or Google Suite, leveraging these tools proficiently to enhance productivity.
• Strong problem-solving abilities, enabling efficient and effective resolution of complex customer issues.
• Demonstrated aptitude for collaborative work within cross-functional teams, fostering a cohesive and productive environment.
• Passionate about delivering exceptional customer experiences, and possessing outstanding customer service skills.
• Meticulous attention to detail and exceptional organizational skills, ensuring accuracy and follow-through in all tasks.
• Experience thriving in fast-paced, agile environments, adept at working under pressure and prioritizing effectively.

Your Benefits: 

• Company-provided laptop and an extra monitor for enhanced productivity and convenience. 
• 7 Habits of Highly Effective People Training. 
• Your copy of “Little Black Book for Stunning Success” 
• Exceed Institute, Masterclass and GoTeam Cares program to help you navigate life and build a rich and connected family life. 

• Get HMO coverage from day one for you and a dependent, with P200K coverage, private room benefits, and P10K medication reimbursement for both. Extend this healthcare opportunity to up to four additional dependents, including your common law partner. 
• 24/7 access to counseling support for mental health through our Employee Assistance Program (EAP), helping you thrive amid parenting challenges, stress, or relationship issues. 
• Free legal advice and financial consultations as part of the EAP. 
• P1,000,000 Life Insurance coverage. 
• Leave policy granting 10 days of annual leave, increasing to 15 days after one year. 

• Welcome gift on your first day. 
• Monthly Discover You lunch featuring CEO presentations, leadership training, and Values Awards. 
• Monthly gratitude celebrations and prizes, including Trivia, Talent Night, Personal Development, and Acoustic Nights. 
• Welcome Tea with the CEO and work anniversary celebrations. 
• Earn up to P10K employee referral bonus and a chance to win a trip for two (2) to Bali, Indonesia. 

Your Family’s Benefits: 

• 24/7 access to confidential counseling support for mental health for four family members through our Employee’s Family Assistance Program (EFAP). 
• Preventive Care: Health Education Counseling on diet or exercise, periodic monitoring of health problems, family planning counseling, four (4) wellness sessions, 5 sessions of Mindcare Counseling per member per year with ₱5,000 reimbursement once the 5 sessions are fully consumed. 
• Free legal advice and financial consultations for four family members as part of the EFAP. 

• Free Telemedicine for four family members. 
• Personal invites for your family members to our monthly virtual events, with opportunities to win prizes.

Our Story

In 2014, our CTO and Founder Matt Kesby starts Go-Virtual Assistants (GO-VA) with one full-time member. The following year, CEO Fiona Kesby moves to Cebu to be onsite as the company scales. She emphasizes that the best way to attract talent is to take exceptional care of them.

In 8 years, GoTeam has grown its client base to business owners from Australia, the U.S., U.K. and Singapore, among others. Working with highly skilled and motivated team members in GoTeam gives these businesses all the benefits of outsourcing and offshoring, without any of the complications and additional costs of starting their own office locally.

The warmth and welcoming culture of GoTeam starts from Day 1, with our Chief Happiness Officers providing each new team member with a Welcome Kit. HMO Coverage for yourself and 1 dependent kick in on Day 1 as well.

Among GoTeam’s core values are Discovery and Humility. (The overarching one is Care.) Fiona sets an example of leading by these values by consistently encouraging team members to read and discover new skills, industry best practices, and advice for leadership, self-care, and growth.

Monthly “Discover You” events are being held to ensure that the entire company is up-to-date with current developments, celebrate wins from the previous month, and acknowledge those team members who have made an impact in their clients’ businesses and exceed expectations as well.

At GoTeam, no team member is left behind. Everyone is heard and made to feel that they truly belong.

Learn more about Our Culture here: https://go.team/ph/our-culture/