Senior Customer Experience Specialist

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeeAnalytical Full time ₱55,000 - ₱73,000
Job Overview

The Customer Service Analyst plays a vital role in evaluating customer service operations, analyzing performance data, and providing actionable insights to enhance the overall customer experience.

Key Responsibilities
  • Monitor and analyze customer service activities, including call center metrics, customer feedback, and service trends.
  • Track and report on KPIs such as first contact resolution, response time, and customer satisfaction.
  • Identify root causes of service challenges and recommend process improvements.
  • Collaborate with cross-functional teams to implement enhancements.
  • Build and maintain business intelligence dashboards, reports, and presentations for management review.
  • Provide strategic insights to support training programs and knowledge base development.
  • Maintain data accuracy and adherence to industry standards and best practices.
Requirements
  • Able to work independently in PH as an independent contractor.
  • Strong written and verbal communication skills in English.
  • Proficiency in Microsoft Office (Excel, Outlook, Word), Salesforce, and Business Intelligence Tools (Power BI).
  • Skilled in documentation, research, and issue resolution.
  • Able to prioritize tasks effectively while maintaining high levels of accuracy.
  • Discreet and professional handling of sensitive information.
  • Excellent interpersonal and negotiation skills; able to build strong relationships across departments.

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