Senior Customer Experience Lead

1 day ago

Ayala Alabang, National Capital Region, Philippines beBeeServiceDelivery Full time $80,000 - $120,000
Job Title: Service Delivery Manager

We are seeking a seasoned professional to lead our customer support and relationship management initiatives for global device lifecycle programs.

The ideal candidate will possess strong expertise in IT services and customer relationship management, with a proven track record of driving success in their region.

  • Customer Advocacy: Serve as the primary customer-facing representative, building trusted relationships and ensuring ongoing satisfaction.
  • Issue Resolution: Field customer inquiries, troubleshoot issues, and coordinate with internal teams to resolve them efficiently.
  • Service Monitoring: Monitor and track the progress of workflows to ensure timely fulfillment and adherence to SLAs/KPIs.
  • Performance Metrics: Track service metrics and identify areas for improvement to enhance service quality and customer satisfaction.
  • Process Improvement: Collaborate with customers and internal teams to gather insights and feedback, leading to process enhancements and service excellence.

Required Skills:

  • Experience: At least 3 years of experience in a similar role in IT services or enterprise technology.
  • Language Skills: Excellent written and verbal communication skills in English.
  • Technical Acumen: Strong background in customer relationship management and issue resolution, with familiarity with IT service management platforms.
  • Collaboration: Proven ability to work effectively with distributed teams and global stakeholders.
  • Problem-Solving: Excellent communication and problem-solving skills with a proactive approach to issue management.

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