Customer Experience Fellowship

LaunchGood is actively looking for a Customer Experience Fellow (Philippines)

Note: This is a 6 month Fellowship

LaunchGood is a global crowdfunding platform to support Muslims launching good across the world by helping them raise funds for their campaigns. We believe Muslims can be a wellspring of solutions and have incredible values to share with the world. We are seeking a highly skilled and dynamic Customer Experience Fellow to join our team who will play a key role in adhering to customer inquiries based on urgency and complexity. They will actively engage with new customers to facilitate their onboarding process and offer comprehensive solutions to their queries. Using our CRM, you'll maintain detailed customer records, and your role extends to various other tasks as needed to enhance the overall user experience.

Deliverables

• Support customers via direct chat with users or phone.
• Respond to all messages within SLA.
• Follow all LaunchGood guidelines and protocol to approve and or review campaigns in a timely manner.
• Prioritize responses to tickets accordingly based on urgency, level of support needed, and complexity.
• Follow up on all voicemail or missed chats within 24 hours.
• Add ‘Outreach to new customers and help them onboard within agreed SLA.
• Respond to resolve customer queries in a holistic manner.
• Use the CRM to take diligent notes and add context to customer data.
• Other duties as assigned.

Core Competencies

• Great decision-making skills and judgment: Make sound decisions in the best interests of our customers and the company.
• Experience with CRM/account management software: Familiarity with CRM tools to manage customer interactions and data effectively.
• Dependable: Consistently adhere to shift times and schedules to ensure uninterrupted customer support.
• Aware of Muslim community nuances/challenges: Understand the cultural and community dynamics that may affect our customers' experiences.
• Strong communication skills: Communicate complex information in a user-friendly manner, ensuring customers easily grasp the solutions provided.
• Problem solver: Demonstrate a commitment to finding innovative solutions to challenges and delivering an excellent customer experience.
• Ownership: Proactively seek ways to enhance our overall user experience and improve internal processes.
• Empathy: Show a strong sense of empathy towards our users, maintaining an upbeat and supportive attitude.

Requirements

• Relevant Experience: Have 1-2 years of Customer Service experience.
• Conflict Resolution Experience: Previous experience in effectively resolving customer disputes and conflicts while maintaining a positive customer relationship.
• Team Player: Collaborative mindset with the ability to work effectively in a team, supporting colleagues and contributing to a harmonious work environment.
• Time Management Abilities: Strong time management skills to juggle multiple customer interactions and tasks simultaneously, ensuring all are handled efficiently and within deadlines.
• Compliance Knowledge: Familiarity with industry-specific regulations and compliance standards related to online fundraising and crowdfunding platforms, ensuring that all customer interactions are in line with legal and ethical requirements.
• Attention to Detail: Meticulous attention to detail in documenting customer interactions, ensuring accuracy in data entry, and preventing errors.

The LaunchGood Vision

LaunchGood was started as a community and ecosystem to revive that spirit of creativity and entrepreneurship that elevated Muslims globally for centuries. It is a place to support great ideas in the community and also challenge ourselves to think bigger. It is a network that insists the Ummah is still alive in our hearts, that our hearts are connected no matter where we are. It is our showroom to the world of all the great things Muslims are capable of. Could a Muslim write the next Harry Potter novel, create the next Lord of the Rings trilogy, or discover the next great vaccine? We firmly believe so, that’s why we’re here. We invite you to be part of our global team. What has started as an online crowdfunding platform has grown into this network of nearly a million users. Together, we can change our communities, our countries and the world - one ambitious project at a time! Join us!