Customer Experience Optimization Specialist

2 days ago

General Santos, Soccsksargen, Philippines beBeeCustomerService Full time ₱1,200,000 - ₱2,625,000
Job Details

The ideal candidate for this role will be responsible for analyzing customer service operations and performance data to provide actionable insights that enhance the overall customer experience. This position requires monitoring, measuring, and optimizing customer interactions in line with organizational goals.

Location Flexibility

This role offers 100% remote work arrangement with a focus on supporting critical industries worldwide. The selected candidate will work closely with teams to implement enhancements and drive results.

Work Schedule

The selected individual will commit to a standard schedule of 40 hours per week, adhering to US Time Zone (CST) hours.

Role Type

This is an Independent Contractor opportunity.

Rate

The approximate hourly rate for this role is ₱650/hour, commensurate with experience.

About the Position
  • Analyze customer service activities, including call center metrics, customer feedback, and service trends.
  • Track and report KPIs like first contact resolution, response time, and customer satisfaction.
  • Identify root causes of service challenges and recommend process improvements.
  • Collaborate with customer service, operations, and product teams to implement enhancements.
  • Develop and maintain dashboards, reports, and presentations for management review.
  • Provide insights to support training programs and knowledge base development.
  • Ensure data accuracy and compliance with industry standards.
  • Support the customer service and sales teams as needed.
Tools You'll Use
  • Microsoft Office (Excel, Outlook, Word)
  • Salesforce
  • Business intelligence tools (Power BI preferred)
Requirements

To succeed in this role, you must have:

  • Strong fluency in written and verbal English.
  • Loyalty to working in PH as an Independent Contractor.
  • Your own laptop/computer and secure, high-speed internet access.
  • At least 2 years of experience in customer service analysis, business analytics, or related fields.
  • Proficiency in Microsoft Office (Excel, Outlook, Word), Salesforce, and BI Tools (Power BI preferred).
  • Excellent documentation, research, and issue resolution skills.
  • Able to prioritize and manage multiple tasks independently while maintaining accuracy.
  • Discreet and professional when handling sensitive information.
  • Strong interpersonal and negotiation skills; able to work diplomatically across teams.
  • Collaborative, helpful, and customer-focused with a proactive approach.
Bonus Opportunities
  • Salesforce expertise.
  • Industry knowledge: consumer goods, food & beverage, hospitality.
  • Experience in manufacturing or service-driven environments.

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