Chief Customer Experience Officer

22 hours ago

Pasay, National Capital Region, Philippines beBeeCustomer Full time ₱650 - ₱1,356
Job Summary

The Customer Service Operations Specialist plays a pivotal role in optimizing the customer experience by analyzing performance data and providing actionable insights.

This critical position ensures seamless alignment between customer interactions and organizational goals.

Key Responsibilities
  • Monitor and evaluate customer service metrics, including call center activity, customer feedback, and service trends.
  • Track and report key performance indicators such as first contact resolution, response time, and customer satisfaction.
  • Identify root causes of service challenges and recommend targeted process improvements.
  • Collaborate with cross-functional teams to implement enhancements.
  • Design and maintain informative dashboards, reports, and presentations for senior management review.
  • Provide data-driven insights to support training programs and knowledge base development.
  • Ensure accuracy and compliance with industry standards and company policies.
  • Support the customer service and sales teams as needed.
Requirements
  • Excellent written and verbal communication skills in English.
  • Proficiency in Microsoft Office (Excel, Outlook, Word), Salesforce, and business intelligence tools.
  • Strong documentation, research, and issue-resolution skills.
  • Able to prioritize tasks independently while maintaining accuracy and attention to detail.
  • Discreet and professional handling of sensitive information.
  • Strong interpersonal and negotiation skills for effective team collaboration.
  • Collaborative, proactive, and customer-focused approach.
Preferred Qualifications
  • Salesforce expertise.
  • Industry knowledge: consumer goods, food & beverage, hospitality.
  • Experience in manufacturing or service-driven environments.

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