Customer Experience Specialist

5 days ago

Sorsogon, Bicol, Philippines beBeeService Full time ₱778,050 - ₱1,046,675
About This Role

The primary goal of this position is to conduct thorough evaluations of customer service operations, analyze performance metrics, and provide actionable insights to enhance the overall customer experience.

This role focuses on ensuring that customer interactions are consistently monitored, measured, and optimized in alignment with organizational objectives.

Key Responsibilities
  • Evaluate customer service activities, including call center metrics, customer feedback, and service trends.
  • Track and report on key performance indicators such as first contact resolution, response time, and customer satisfaction.
  • Analyze root causes of service challenges and recommend process improvements.
  • Collaborate with customer service, operations, and product teams to implement enhancements.
  • Develop and maintain dashboards, reports, and presentations for management review.
  • Provide insights to support training programs and knowledge base development.
  • Ensure data accuracy and compliance with industry standards.
Required Skills and Qualifications
  • Must be legally eligible to work in PH as an Independent Contractor
  • Strong fluency in written and verbal English
  • Must have own laptop/computer and secure, high-speed internet access
  • Minimum 2 years of experience in customer service analysis, business analytics, or related roles
  • Proficiency in Microsoft Office (Excel, Outlook, Word), Salesforce, and Business Intelligence Tools (Power BI preferred)
Bonus for Expertise
  • Salesforce expertise
  • Industry knowledge: consumer goods, food & beverage, hospitality
  • Experience in manufacturing or service-driven environment

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