Customer Experience Leader

2 days ago

Marikina City, National Capital Region, Philippines beBeeRelationship Full time ₱900,000 - ₱1,200,000
Job Overview

We are seeking experienced professionals to provide ongoing customer support and relationship management for our global device lifecycle programs. These programs help enterprise customers manage critical events like employee onboarding and offboarding. The ideal candidate will have strong experience in IT services and customer relationship management.

The selected individual will act as the customer's advocate, fielding support questions, resolving issues, and coordinating with internal teams to ensure a seamless service delivery.

Key Responsibilities:

  • Customer Advocacy: Build trusted relationships and ensure ongoing satisfaction.
  • Issue Resolution: Field customer inquiries, troubleshoot issues, and coordinate with fulfillment hubs, asset management, and internal teams for timely resolution.
  • Service Monitoring: Monitor and track workflows to ensure requests are fulfilled correctly and on time.
  • Performance Metrics: Track SLAs/KPIs and identify any service gaps that need to be addressed.
  • Process Improvement: Provide valuable insights and feedback to enhance workflows and service quality.

Required Qualifications:

  • At least 3 years of experience as a Service Delivery Manager, Customer Success Manager, or a similar client-facing role in IT services or enterprise technology.
  • Well-spoken and well-written English is required.
  • Strong background in customer relationship management and issue resolution, with a familiarity with ServiceNow or other IT service management platforms.
  • Proven ability to coordinate across distributed teams and global stakeholders.
  • Excellent communication and problem-solving skills with a proactive approach to issue management.

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