Customer Experience Specialist

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeAnalytical Full time ₱1,600,000 - ₱1,766,660
Job Summary

As a key member of our support team, you will play a vital role in ensuring the highest level of customer satisfaction by providing timely and effective technical assistance. The ideal candidate will possess excellent analytical skills, a strong ability to communicate complex issues, and a passion for delivering exceptional results.

Key Responsibilities:
  • Technical CRM Support (45%):
    • Provide basic level support for all services with expertise in GC/GPO, GEMS, General Customer Support, MDM, and other related areas.
    • Evaluate transactions for completeness, accuracy, and timeliness.
  • General Support of BSD Processes and Services (30%):
    • Support all other BSD services with Level 2 and/or CRM Assistant level expertise.
    • Solve problems via analytical thinking.
  • Operational SLA Compliance, Reporting and Metrics (10%):
    • Comply with operational SLAs agreed with customers to achieve process, team, and individual performance.
    • Evaluate metrics and indicators to ensure customer expectations are met.
  • C-SAT (Customer Satisfaction) and NPS (Net Promoter Score) (10%):
    • Comply with goals agreed within the SS to achieve process, team, and individual performance on customer satisfaction and net promoter score.
    • Apply customer service standards and collaborate to achieve or surpass C-SAT and NPS results.
  • Project Support and AD-hoc Duties (5%):
    • Provide support for out-of-scope services - project manage and develop solutions and recommendations for new projects assigned, new processes transitioned, etc.
    • Respond to out-of-scope services requests in areas like training and testing to internal and external clients.

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