Optimizing Customer Experience Through Efficient Processes

1 day ago

Mandaluyong City, National Capital Region, Philippines beBeeCustomerService Full time ₱900,000 - ₱1,200,000
Customer Service Process Optimization Lead

This leadership role involves overseeing the development, implementation, and maintenance of customer service processes to ensure alignment with business goals. The ideal candidate will have a strong analytical mindset, excellent communication skills, and experience in process improvement.

Responsibilities:
  • Process Development: Design, document, and evaluate customer service processes to identify areas for improvement.
  • Training Program Management: Develop and implement training programs for customer service employees to enhance their skills and knowledge.
  • Team Leadership: Manage a team of QA analysts, trainers, and process analysts to achieve business objectives.
  • Reporting and Analysis: Analyze key performance indicators (KPIs) related to customer service processes and training effectiveness.
Qualifications and Experience:
  • A minimum of 10 years' experience in QA, training, or process improvement roles, preferably in customer service or operations.
  • Experience managing QA or training teams with strong leadership and coaching skills.
  • Strong analytical skills and proficiency in tools such as Excel, QA software, and reporting dashboards.
  • Proven ability to create efficient processes and reduce inefficiencies.
Bonus Skills:
  • Experience with automation tools or ticketing systems.
  • Familiarity with LMS systems or digital training design tools.

This is an exciting opportunity for a detail-oriented and proactive leader to optimize customer service processes and training programs.

Job Details:
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Training and Quality Assurance
  • Industries: Retail

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