Senior Customer Journey Analyst

1 day ago

Angeles City, Central Luzon, Philippines beBeeCustomerExperience Full time ₱172,800 - ₱276,000
Job Overview

The role of Customer Experience Coordinator involves evaluating customer service operations, analyzing performance metrics, and providing actionable insights to enhance the overall customer journey.

Key Responsibilities
  • Evaluate and analyze customer service activities, including call center metrics, customer feedback, and service trends.
  • Track and report on key performance indicators (KPIs) such as first contact resolution, response time, and customer satisfaction.
  • Identify root causes of service challenges and recommend process improvements.
  • Partner with customer service, operations, and product teams to implement enhancements.
  • Develop and maintain dashboards, reports, and presentations for management review.
  • Provide insights to support training programs and knowledge base development.
  • Ensure data accuracy and compliance with industry standards.
  • Support the customer service and sales teams as needed.
Required Skills
  • Strong fluency in written and verbal communication.
  • Proficiency in Microsoft Office (Excel, Outlook, Word), Salesforce, and business intelligence tools.
  • Skilled in documentation, research, and resolution of issues.
  • Able to prioritize and manage multiple tasks independently while maintaining accuracy.
  • Discreet and professional in handling sensitive information.
  • Strong interpersonal and negotiation skills; able to work collaboratively across teams.
  • Collaborative, helpful, and customer-focused with a proactive approach.

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