Customer Experience Professional

3 days ago

Angeles City, Central Luzon, Philippines beBeeAnalyst Full time ₱25,000 - ₱60,000

Job Overview

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  • The Lead - Customer Experience is a front-line position responsible for the evaluation and documentation of customer transactions to ensure accurate and consistent information is provided to customers.
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The key focus of this role is to evaluate transactions to ensure all required processes and guidelines are followed, resulting in delivery of exceptional customer experience and employee engagement while driving KPI performance at or above critical goals.

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  • Responsible for completing all assigned transaction evaluations and attending internal and external calibration sessions as assigned.
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Additionally, the Lead – Customer Experience will:

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  • Define Sutherland's reputation by overseeing and managing performance and service quality to guarantee customer satisfaction.
  • Strengthen relationships by establishing and maintaining communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
  • Keep management updated by relaying important information in the form of timely and accurate reports.
  • Impact the bottom line by producing solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
">Qualifications">
  • Bachelor's degree
  • Experience with process documentation
  • Ability to work in MS Office
  • Advanced-level knowledge of Excel
  • Proactive approach to developing trust and professional rapport with employees and team members; ability to work as a team-player
  • Strong analytical skills; ability to interpret data, identify trends, and make suggestions for improvements
  • Strong verbal and written communication skills; ability to communicate in a clear, constructive, and professional manner
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All your information will be kept confidential according to EEO guidelines.

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