Global Customer Experience Specialist

2 days ago

San Juan, National Capital Region, Philippines beBeeAnalytical Full time ₱5,000,000 - ₱8,000,000
Job Title: Global CRM Assistant

This role is key in delivering exceptional customer experience to both internal and external clients. It requires expertise in ERPs and CRMs, as well as strong analytical thinking skills.

Key Responsibilities:
  • Support technical Level 1 and Level 2 requests related to Master Data Management (MDM), Incident Support, Global Expense Management System, and other services assigned to the BSD unit.
  • Ensure Service Level Agreement (SLA) performance and monitor internal indicators to guarantee optimal services are provided.
  • Create reports and collaborate with lead process review and changes to ensure services are provided as requested.
Major Responsibilities:
  • Technical CRM Support (45%): Responsible for supporting all services with a basic level of expertise.
  • General Support of BSD Processes and Services (30%): Support all other BSD services with basic (Level 2) and/or CRM Assistant level (Level 1) expertise support.
  • Operational SLA Compliance, Reporting and Metrics (10%): Comply with operational SLAs agreed with customers to achieve process, team, and individual performance.
  • C-SAT (Customer Satisfaction) and NPS (Net Promoter Score) (10%): Comply with goals agreed within SS to achieve process, team, and individual performance on customer satisfaction and net promoter score.
  • Project Support and Ad-hoc Duties (5%): Provide support for out-of-scope services, project manage, and develop solutions and recommendations for out-of-scope services.
Requirements:
  • Good relationship building skills, both internally and with internal clients.
  • Experience with ERPs and CRMs or related tools.
  • Strong presentation abilities and impact while addressing customers with service information, reports, and other relevant data.
  • Bachelor's/College Degree or Technical/University qualification in administration, customer service, industrial engineering, operations, project management, or related field.

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