Customer Process Enhancement Professional

17 hours ago

Pasay, National Capital Region, Philippines beBeeCustomer Full time ₱5,500,000 - ₱7,000,000
Job Title: Customer Process Improvement Specialist

We are seeking a highly skilled Customer Process Improvement Specialist to join our Business Operations and Solutions team.

Job Description:

The ideal candidate will be responsible for optimising customer support processes and implementing innovative solutions to enhance service delivery. This role will involve working closely with cross-functional teams to analyse end-to-end customer journeys, identify pain points, and propose process improvements.

  • Champion the voice of the remote customer, ensuring convenience, ease, and service quality by improving process efficiency and increasing satisfaction for both customers and coworkers.
  • Lead in analysing end-to-end customer journeys outside the physical store (e.g., online, call, chat) to identify pain points and process improvement opportunities.
  • Gather user requirements and roll out new or updated processes and tools, including training, testing, communication, and adoption tracking.
  • Working closely with Customer Relations, maintain updated global documentation of all CCC-related SOPs, ensuring consistency and alignment across functions and countries.
  • Ensure continuous monitoring of customer support processes across remote channels, and processes are in adherence to SOPs and guidelines.
  • Assess and propose automation and AI opportunities to drive continuous improvement that remove friction, reduce complexity, and improve resolution times in CCC operations.
  • Establish review mechanisms of KPIs such as contact rate, first-time resolution, and customer satisfaction (Pulse CX), etc., to identify improvement areas.
  • Use customer insights, services data, and root cause analysis to priorities improvements and track performance over time.
  • Work closely with Commercial network, Customer Experience, and Digital teams to align and share best practices.
  • Build a network of country and local superusers to support process consistency, gather feedback, and drive adoption of changes across countries/markets.

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