Service Excellence Lead

2 days ago

Paranaque City, Calabarzon, Philippines beBeeExcellence Full time $63,000 - $89,000
Job Overview

We are seeking a dedicated Service Excellence Lead to play a pivotal role in ensuring the highest level of service quality and customer satisfaction.

This position involves evaluating client support projects, identifying areas for improvement, and providing actionable suggestions to enhance overall team efficiency and customer experience.

Key Responsibilities
  • Evaluate customer interactions across multiple channels (phone, email, chat) to ensure alignment with company policies and procedures.
  • Analyze agent performance to identify trends, patterns, and areas for improvement, providing recommendations to enhance overall customer satisfaction and team efficiency.
  • Develop and maintain quality assurance guidelines and procedures for customer support and back-office processes.
  • Provide constructive feedback to support agents based on evaluation results and collaborate with floor support and team leads to provide mentorship and development opportunities.
Qualifications and Requirements
  • Minimum 2-3 years of experience in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Strong analytical skills, with the ability to review and analyze customer interactions and audit histories to draw actionable insights.
  • Attention to detail, with the ability to identify potential service gaps, inconsistencies, and opportunities for improvement.
  • Remarkable communication skills, with effective, succinct, and positive feedback abilities.
  • Familiarity with QA and CRM tools, including Playvox, Zendesk, Freshdesk, Salesforce, Klaus, CXone Mpower QM.

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