Customer Experience Specialist

5 days ago

Manila, National Capital Region, Philippines beBeeCustomer Full time

Customer Experience Expert

Job Description:

We are looking for a skilled and results-driven Customer Experience Expert to join our team. In this vital role, you will focus on building strong relationships with our customers by addressing their concerns, providing solutions, and ensuring a high-quality customer experience.

Key Responsibilities:

  • Engage with customers to understand their needs and provide personalized solutions that encourage continued use of our services.
  • Effectively handle escalated issues, offering prompt and satisfactory resolutions to build customer trust and loyalty.
  • Promote additional products or services that align with the customer's needs and improve their overall experience.
  • Monitor customer feedback and insights to enhance retention strategies and improve customer satisfaction.
  • Develop meaningful connections with customers by actively listening, demonstrating empathy, and offering personalized communication.
  • Meet or exceed retention targets, customer satisfaction scores, and quality assurance standards.
  • Collaborate with internal teams to improve processes and enhance the customer experience.
  • Multitask across multiple technology platforms and systems while ensuring smooth communication.
  • Maintain accurate customer records by updating account information.

Required Qualifications:

  • Average English skills – proper written and oral grammar.
  • 1 year experience in a Call Center Setting.
  • High school diploma or equivalent.
  • Strong interpersonal and communication skills, with the ability to de-escalate and resolve conflicts.
  • A customer-first mindset with a focus on building long-term relationships.
  • Proficiency in CRM tools and basic computer applications (e.g., Microsoft Office).
  • Ability to meet retention or performance goals in a metrics-driven environment.
  • Problem-solving skills and the ability to adapt to customer needs in real-time.
  • Ability to thrive and remain positive in a constantly changing environment.

Preferred Qualifications:

  • 2-year experience in a Call Center setting is preferred.
  • Secondary or bachelor's degree in business, communications, or a related field.
  • Previous back-office or data entry experience is preferred, though not required.
  • Knowledge of customer retention strategies and techniques.
  • Familiarity with inbound techniques, endorsing mobile services, billing systems, and objection-handling strategies.
  • Ability to work onsite and adapt to a rotating or flexible shift schedule.
  • Ability to manage multiple tasks, prioritize, and maintain organization.
  • Responsible for real-time data review, with a strong focus on attention to detail and accuracy.

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