cx advocate-cbp, c ust supRealPage

Overview:The CXA-CBP is responsible for identifying customer needs, accurately documenting issues, and providing timely resolutions while ensuring a seamless end-to-end customer journey. It also involves collaborating with cross-functional teams, contributing to process improvements, and maintaining high service levels through effective time management and ownership of customer issues Responsibilities:
Provide First-Tier Customer Support while Advocate for exceptional customer experience by identifying and removing roadblocks that hinder a seamless end-to-end customer journey
Provide prompt, accurate, and knowledgeable responses to customer inquiries and complaints across multiple channels (voice and non-voice).
Take full ownership of customer issues from initial contact to resolution, ensuring follow-up and customer satisfaction.
Handle service transactions related to Resident/Front Office products, maintaining a solid understanding of these product offerings.
Utilize reference materials and internal systems to provide confident, efficient, and accurate information.
Document customer interactions and resolutions in the ticketing system, ensuring completeness and clarity.
Escalate complex issues to appropriate support teams with detailed documentation and context.
Collaborate with cross-functional teams to identify opportunities for process improvement and contribute to customer loyalty initiatives.
Qualifications:
Required for External:
At least senior high school graduate
1+ years of experience in customer support or a customer-facing role. Technical experience is a plus.
Required for Internal:
At least 6 months experience in RPCC or FORS
Work Environment
Fast-paced, customer-focused support environment.
Hybrid work setup
Occasional overtime or on-call support during critical periods.
KNOWLEDGE/SKILLS/ABILITIESRequired:
Technical Skills:
Basic understanding of SaaS, property management software, or related tech.
Familiarity with RealPage products in Resident Solutions and Front Office
Experience with CRM/ticketing systems (e.g., Salesforce, Zendesk).
Basic to Intermediate knowledge of Microsoft PowerPoint, Word and Excel.
Soft Skills:
Above average communication and active listening skills.
Patience and empathy when dealing with customers.
Ability to comprehend complex technical concepts.
Strong organizational & time-management skills with the ability to handle multiple tasks
Ability to collaborate effectively with other team members
Strong problem-solving, critical thinking and analytical skills
RealPage

Manila City, Metro Manila Pasig City, Metro Manila
Permanent
Full-time