Exceptional Service Delivery Lead

2 days ago

Cavite City, Calabarzon, Philippines beBeeCustomerService Full time ₱1,200,000 - ₱1,500,000
Job Overview

The Senior Customer Experience Representative plays a pivotal role in delivering outstanding service by working closely with the Customer Experience Supervisor and a team of support agents to foster exceptional customer relationships.

This position is responsible for ensuring every customer interaction is handled with care, professionalism, and a commitment to excellence, driving long-term loyalty and satisfaction.

Key Responsibilities
  • Manage customer emails and chats in a highly personalized and professional manner, consistently meeting or exceeding quality standards.
  • Take ownership of high-impact or sensitive customer escalations, ensuring timely resolution and conducting thorough root cause analysis.
  • Identify recurring issues or patterns in customer inquiries and collaborate with relevant teams to implement process improvements.
  • Champion customer advocacy by escalating systemic issues and partnering with leadership to drive lasting solutions that enhance the customer experience.
  • Contribute innovative ideas on an ongoing basis to improve customer service efficiency and effectiveness.
  • Take full ownership of key performance indicators (KPIs) and consistently strive to meet or exceed targets with dedication and accountability.
  • Assist in maintaining important trackers and reports to inform data-driven decision making.
Requirements
  • Bachelor's degree required; post-secondary education preferred but not required.
  • Minimum of 3 years' experience in customer service, or a similar type of role, with a proven track record of success.
  • Experience or knowledge of the e-commerce and/or retail space is highly preferred.
  • Ability to work well in a team environment, promoting collaboration and open communication.
  • Fluency in English written skills, with excellent grammar and spelling.
  • Ability to work under tight timelines, prioritizing tasks and managing competing deadlines.
  • Proven track record of meeting and/or exceeding KPIs, demonstrating a commitment to excellence.

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