Customer Experience Improvement Specialist

5 days ago

Pasig, National Capital Region, Philippines beBeeQuality Full time

Job Description:

This position plays a vital role in enhancing customer satisfaction and service quality. As a Customer Experience Improvement Specialist, you will be responsible for overseeing customer feedback processes to identify areas of improvement. You will work closely with cross-functional teams to track and resolve Voice of Customer (VOC), Net Promoter Score (NPS), and VTTP cases efficiently.

The ideal candidate will have excellent analytical and strategic thinking skills to interpret customer insights into actionable recommendations. They will also possess strong verbal and written communication skills to engage with customers and stakeholders effectively.

Key Responsibilities:

  • Validate and register VOC cases
  • Monitor and communicate case progress to ensure timely resolution
  • Analyze VOC processing lead times to improve efficiency
  • Collaborate with service marketing teams to enhance customer satisfaction
  • Recommend preventive measures to reduce VOC complaints and improve service quality
  • Develop and implement new processes and policies

Required Skills and Qualifications:

  • Bachelor's degree in business administration, Communications, Marketing, or a related field
  • At least 5 years of experience in customer service, specializing in VOC programs, customer experience, or service quality improvement
  • Proficient in data entry, internet navigation, and CRM tools

Benefits:

We believe in fostering a culture of innovation, collaboration, and growth. As part of our team, you'll have the opportunity to work with cutting-edge technology and a diverse group of talented professionals. We offer competitive compensation, continuous learning opportunities, and a work environment that values your ideas and contributions.

Why Choose Us:

We're committed to delivering exceptional customer experiences and driving business growth through innovative solutions. If you're passionate about customer-centricity and excellence, we'd love to hear from you

What We Look For:

  • Strong analytical and strategic thinking skills
  • Excellent verbal and written communication skills
  • Proactive self-starter with the ability to work independently and drive results

Industry: Appliances, Electrical, and Electronics Manufacturing

Employment Type: Full-time

Seniority Level: Mid-Senior level

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