Customer Service Operations Specialist

2 weeks ago

Manila, National Capital Region, Philippines beBeeService Full time ₱1,500,000 - ₱2,500,000
Job Summary

Evaluate customer service operations, analyze performance data, and provide actionable insights to improve the overall customer experience.

About The Role

This position is responsible for monitoring, measuring, and optimizing customer interactions in alignment with organizational goals. Ensure that customer feedback and metrics are accurately tracked and reported.

Key Responsibilities
  • Monitor and analyze customer service activities, including call center metrics and customer feedback.
  • Track and report on key performance indicators such as first contact resolution, response time, and customer satisfaction.
  • Identify root causes of service challenges and recommend process improvements.
  • Partner with cross-functional teams to implement enhancements and drive business growth.
  • 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.
Required Skills and Qualifications

Strong fluency in written and verbal English

Legally eligible to work in PH as an Independent Contractor

2+ years of experience in customer service analysis, business analytics, or related roles

Proficiency in Microsoft Office (Excel, Outlook, Word), Salesforce, and business intelligence tools (Power BI preferred)

Skilled in documentation, research, and resolution of issues

Able to prioritize and manage multiple tasks independently while maintaining accuracy

Discreet and professional in handling sensitive information

Strong interpersonal and negotiation skills; able to work diplomatically across teams

Collaborative, helpful, and customer-focused with a proactive approach

Bonus For Expertise In
  • Salesforce
  • Industry knowledge: consumer goods, food & beverage, hospitality
  • Experience in manufacturing or service-driven environment

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