Senior Customer Interaction Specialist

3 days ago

Makati City, National Capital Region, Philippines beBeeCustomerExperience Full time $45,000 - $60,000
Job Title:

Senior Customer Experience Representative

About the Role:

The Senior Customer Experience Representative plays a key role in delivering exceptional service by working closely with the customer experience team. This position is responsible for ensuring every customer interaction is handled with care, professionalism, and a commitment to excellence.

Main Responsibilities:
  • Manage customer emails and chats in a highly personalized and professional manner.
  • Take ownership of high-impact or sensitive customer escalations, ensuring timely resolution and conducting root cause analysis.
  • Identify recurring issues or patterns in customer inquiries and collaborate with relevant teams to implement improvements.
  • Champion customer advocacy by escalating systemic issues and partnering with leadership to drive long-term solutions.
  • Contribute ideas on an ongoing basis to improve customer service efficiency and effectiveness.
Requirements:
  • Bachelor's degree required; post-secondary education preferred but not required.
  • Minimum of 3 years' experience in customer service, or a similar type of role.
Key Skills:
  • Experience with help desk platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, or Intercom.
  • Familiarity with CRM tools for logging interactions and tracking customer history.
  • Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, etc.).
Soft Skills:
  • Strong communication skills, with fluency in written English.
  • Excellent organizational and prioritization abilities.
  • Ability to work well in a team environment.

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