Customer Service Process Optimizer

5 days ago

Pasay, National Capital Region, Philippines beBeeSolutions Full time
Job Description:

We are seeking a highly skilled Process and Solutions Specialist to join our Business Operations and Solutions team. As a global role, you will be responsible for optimizing customer support processes and implementing innovative solutions to enhance our service delivery.

The successful candidate will be responsible for championing the voice of the remote customer, ensuring convenience, ease, and service quality, with focus on improving process efficiency, increasing satisfaction for both customers and coworkers with successful implementation of simple, compliant and scalable solutions across retail operations.

You will lead in analysing end-to-end customer journeys outside the physical store (e.g., online, call, chat) to identify pain points and process improvement opportunities. You will gather user requirements and roll out new or updated processes and tools, including training, testing, communication and adoption tracking.

Working closely with Customer Relations, you will maintain updated global documentation of all CCC-related SOPs, ensuring consistency and alignment across functions and countries. You will ensure continuous monitoring of customer support processes across remote channels, and processes are in adherence to SOPs and guidelines.

You will assess and propose automation and AI opportunities to drive continuous improvement that remove friction, reduce complexity, and improve resolution times in CCC operations. You will establish review mechanisms of KPIs such as contact rate, first-time resolution, and customer satisfaction (Pulse CX), etc., to identify improvement areas.

You will use customer insights, services data, and root cause analysis to priorities improvements and track performance over time. You will work closely with Commercial network, Customer Experience, and Digital teams to align and share best practices.

You will build a network of country and local superusers to support process consistency, gather feedback and drive adoption of changes across countries / markets.

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