Customer Experience Optimization Specialist

1 day ago

Batangas, Calabarzon, Philippines beBeeCustomerService Full time ₱5,760,000 - ₱7,680,000
Job Description

The Customer Service Analyst position involves evaluating customer service operations, analyzing performance data, and providing actionable insights to enhance the overall customer experience. This role ensures that customer interactions are monitored, measured, and optimized in alignment with organizational objectives.

This includes monitoring call center metrics, customer feedback, and service trends to identify areas for improvement. The successful candidate will track and report on key performance indicators (KPIs) such as first contact resolution, response time, and customer satisfaction.

A root cause analysis of service challenges is necessary to recommend process improvements. Collaboration with customer service, operations, and product teams is essential to implement enhancements.

Effective communication skills are required to build and maintain dashboards, reports, and presentations for management review. Providing insights to support training programs and knowledge base development is also crucial.

Ensuring data accuracy and compliance with company policies and industry standards is a critical aspect of this role.

Sometimes, additional support may be needed for the customer service and sales teams.

Required Skills and Qualifications
  • Strong fluency in written and verbal English
  • Legally eligible to work in PH as an Independent Contractor
  • Proficiency in Microsoft Office (Excel, Outlook, Word), Salesforce, and Business Intelligence tools (Power BI preferred)
  • 2+ years of experience in customer service analysis, business analytics, or related roles
  • Skilled in documentation, research, and resolution of issues
  • Able to prioritize and manage multiple tasks independently while maintaining accuracy
  • Discreet and professional in handling sensitive information
  • Strong interpersonal and negotiation skills; able to work diplomatically across teams
  • Collaborative, helpful, and customer-focused with a proactive approach
Benefits
  • Competitive Hourly Rate
  • Opportunity to develop expertise in Salesforce
  • Bonus for Industry knowledge: consumer goods, food & beverage, hospitality
  • Experience in manufacturing or service-driven environment

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