Customer Experience Strategist

2 days ago

Taguig, National Capital Region, Philippines beBeeCustomerExperience Full time ₱900,000 - ₱1,200,000

Key Roles and Responsibilities:

  • Lead a Team to supervise customer experience and implement effective strategies.
About the Role

The Customer Experience Supervisor oversees the efficient operation of the customer experience unit, ensuring that all customer interactions are handled professionally and effectively. This role involves supervising a team of customer experience representatives and providing guidance on customer service protocols and procedures.

The ideal candidate will have a proven track record in customer service leadership, with excellent communication and interpersonal skills. They must be able to handle stressful situations, resolve conflicts, and make sound decisions under pressure.

Responsibilities
  1. Supervise and Lead the Customer Experience Team: Ensure that the team is working efficiently and effectively to deliver high-quality customer service.
  2. Implement Customer Service Protocols and Procedures: Develop and maintain customer service standards, including policies and procedures for handling customer complaints and issues.
  3. Conduct Performance Evaluations and Provide Feedback: Evaluate the performance of customer experience representatives and provide constructive feedback to help them improve their skills.
  4. Monitor and Manage Customer Interactions: Oversee customer interactions across various channels (phone, email, chat, social media) to ensure timely and effective resolution of customer inquiries and issues.
  5. Coordinate with Logistics and Supply Chain Teams: Work closely with logistics and supply chain teams to resolve order-related issues and improve order accuracy and customer satisfaction.
  6. Identify Opportunities for Process Improvement: Analyze customer feedback and data to identify opportunities to enhance processes and systems related to customer experience and order management.
  7. Develop and Monitor Team Goals: Collaborate with the team to set goals aligned with company objectives and monitor progress towards achieving those goals.

Requirements:

  • Bachelor's degree in Business, Marketing, Communications, or a related field.
  • At least 4 years of proven experience in a customer service or customer experience role, preferably in a supervisory capacity.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Proficient in using customer service software and tools.
  • Strong analytical and problem-solving abilities.
  • Ability to handle stressful situations and resolve conflicts effectively.
About Us

We are a global leader in innovation and sustainability, with over 100 years of experience in developing and producing systems and products for various industries.

We have offices in over 103 countries, with over 400 manufacturing facilities and more than 33,000 employees worldwide.

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