Lead Customer Experience Specialist

2 days ago

Mandaluyong City, National Capital Region, Philippines beBeeCustomer Full time $80,000 - $100,000
Job Description
We are seeking a skilled professional to lead and develop the Customer Experience Team for an Apparel store. The role focuses on improving the shopping experience for customers and represents customer interests in all business decisions.

About the Role
This is a dynamic position that requires strong leadership skills, effective communication, and problem-solving abilities. The ideal candidate will have a proven track record of success in leading teams and driving customer-centric solutions.

Responsibilities
* Lead and develop the Customer Experience Team to improve the shopping experience for customers.
* Represent customer interests in business decisions by emphasizing the Voice of the Customer and feedback insights.
* Monitor and report on customer experience KPIs; ensure follow-up on action items.
* Collaborate with cross-functional teams to implement customer-centric solutions and manage escalation processes.

Qualifications
* 2+ years of experience in a similar role.
* Strong grasp of the English language, including spoken and written.
* Proven ability to effectively lead and manage team leaders and members, with different scopes and lead indicators to monitor.
* Good problem-solving skills and confidence when facing challenges to ensure we provide excellence in customer experience.
* Continuous learning and growth mindset.
* Good interpersonal & communication skills; positive work attitude.
* Good analytical and problem-solving skills.
* Able to have the right follow-up and monitoring of action items and KPIs.
* A responsible team player who works well with others.
* Able to make good decisions independently.
* Conflict Resolution and Decision-Making.
* Crisis Management and Customer Feedback Integration.

What We Offer
* Collaborate with world-class talents in a data-driven, dynamic, energetic work environment.
* Opportunity to grow and develop both professionally and personally.
* Safe space to be who you truly are, with a commitment to diversity, equity, and inclusion.
* Openness to new ideas and initiatives.
* Great benefits package including remote work, paid holidays, Learning subsidy, and more

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