Customer Experience Leader

2 days ago

Cabuyao, Calabarzon, Philippines beBeeCustomerExperience Full time ₱1,800,000 - ₱3,000,000
Customer Experience Leader Opportunity

We are seeking a highly skilled and proactive leader to join our Customer Experience team. This critical role is responsible for leading and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction.

This position plays a key part in taking our customer experience to the next level by fostering a culture of excellence and innovation.

The ideal candidate will be a self-managed leader with exceptional verbal and written communication skills in English. They will have emotional intelligence and empathy, critical thinking and problem-solving mindset, and proficiency with customer service tools and analytics platforms.

The successful candidate will have at least 2 years of experience in a similar leadership or customer service management role with a focus on customer satisfaction. They will have a proven track record of improving and maintaining high service levels and customer satisfaction.

  • Job Responsibilities:
  • Operational Excellence: Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
  • Quality Assurance: Implementing robust quality control processes to maintain high service standards and identify areas for improvement.
  • Process building: Leveraging data and insights to refine Phone Support processes and enhance the overall customer experience.
  • Team Leadership: Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
  • Training: Be the main point of contact for developing & training new joiners for the role.
  • Documentation & Reporting: Document all team activities and outcomes to maintain clear records and identify trends.
  • Feedback Loop: Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.

Key Skills and Qualifications:

  • Exceptional Verbal and Written Communication in English
  • Emotional Intelligence and Empathy
  • Critical Thinking and Problem-Solving Mindset
  • Proficiency with Customer Service Tools and Analytics Platforms

About Us:

We're a fast-growing company looking for talented individuals to join our team. As a remote company, we value flexibility and autonomy. We're committed to providing an exceptional customer experience and expect our employees to share this commitment.

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