Senior Customer Service Expert

7 days ago

Tanauan, Calabarzon, Philippines beBeeCustomerExperience Full time ₱1,200,000 - ₱1,600,000
About This Role

This is an exciting opportunity to join a fast-paced, dynamic team as a Senior Customer Experience Representative. As a key member of our customer service squad, you will play a vital role in delivering exceptional service to our clients. Your goal will be to handle customer inquiries and resolve issues in a professional and personalized manner.

The ideal candidate will have excellent communication skills, a proactive mindset, and a passion for creating seamless customer experiences. You will work closely with the Customer Experience Supervisor and a team of support agents to ensure that every customer interaction meets the highest standards of care and professionalism.

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.
  • Take full ownership of KPIs and consistently strive to meet or exceed targets with dedication and accountability.
  • Assist in filling and maintaining important trackers and reports.

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
  • Experience or knowledge of the e-commerce and/or retail space is highly preferred.
  • Ability to work well in a team environment
  • Fluency in English written skills
  • Ability to work under tight timelines
  • Proven track record of meeting and/or exceeding KPIs

Benefits

  • A competitive salary and benefits package
  • Opportunities for career growth and development
  • A collaborative and dynamic work environment
  • Recognition and rewards for outstanding performance

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