Ecommerce Customer Service Strategist

2 days ago

Pasig, National Capital Region, Philippines beBeeEcommerce Full time ₱6,000,000 - ₱8,000,000
Job Overview

This role involves overseeing day-to-day customer interactions, ensuring seamless support operations and leveraging data to improve service quality and efficiency.

We are seeking a skilled professional to lead our customer experience team. The ideal candidate will have a deep understanding of our brands and the voice of our customers.

Key Responsibilities:
  • Develop a deep understanding of our customers' needs and preferences.
  • Develop and execute an annual CX Roadmap by proactively identifying opportunities and leading initiatives that either improve efficiency, elevate the customer experience, generate revenue or reduce costs.
  • Implement and optimize AI Agent adoption for simple and routine inquiries, enabling deeper focus on more sensitive and complex customer issues.
  • Unlock and leverage customer data for cross-departmental insights by identifying new reporting capabilities and distributing actionable findings.
  • Transition CX into a revenue-generating function by integrating upselling, cross-selling and incentive programs for CX associates to drive incremental sales while maintaining exceptional service quality.
Competencies And Qualifications:

Must-Have:

  • People Management: Directly managed a team of at least two with proven ability to lead motivate and develop a CX team.
  • Excellent English Communication: Both written and verbal.
  • Strategic Vision: Proactively identified opportunities and led projects that either improved efficiency elevated the customer experience generated revenue reduced costs or delivered a combination of those outcomes.
  • Data Interpretation & Storytelling: Ability to turn raw data into clear actionable insights that drive informed decision making.
  • Business Decision-Making Mindset: Ability to evaluate trade-offs by factoring in cost team capacity and overall impact to make strategic choices.
  • Customer Advocacy: Understanding of customer needs and pain points with the ability to translate insights into actionable improvements.
  • Change Management: Experienced in leading teams through process changes new initiatives and technology adoption while sustaining engagement and productivity.
  • E-commerce Familiarity: Experience with Shopify Amazon Recharge and Skio or similar e-commerce platforms.

Nice-to-Have:

  • Experience with upselling cross-selling or retention strategies in eCommerce.
  • Experience using Gorgias.
  • AI Agent Utilization: Goal is for 30% of tickets to be automated.
Success Metrics:
  • Data-Driven Impact: Deliver new recurring CX reports that offer actionable insights and guide strategic decisions.
  • Revenue Contribution from CX: Consistently generate revenue through upselling and cross-selling during customer interactions.

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