Senior Customer Experience Leader

2 days ago

Bacolod City, Western Visayas, Philippines beBeeCustomerExperience Full time ₱800,000 - ₱1,200,000

Key to success in this role is a strategic thinker with deep understanding of customer experience.

This leader will be responsible for building and executing on a global roadmap rooted in service level agreements and key performance indicators.

Job Responsibilities
  • Develop and lead customer care efforts to achieve business objectives.
  • Establish and evolve reporting on service level agreements, key performance indicators, and other relevant insights.
  • Manage client communication and relationships.
  • Evaluate existing systems and processes to improve efficiency and optimize key performance indicators.
  • Set clear goals for the customer service teams and develop applicable metrics to track achievement of goals.
  • Oversee the deployment of technology and features that enhance customer experience.
  • Act as a change agent driving continuous improvement and operational excellence.
  • Collaborate with cross-functional teams to address customer-impacting issues.
Qualifications and Skills
  • Minimum of 10 years of customer care, customer service, or BPO operations experience.
  • 5+ years of experience in a people management role.
  • Proven leadership and ability to work independently.
  • Strong analytical skills and ability to analyze data, identify issues, and implement process improvements.
  • Excellent communication and interpersonal skills.
  • Ability to establish a positive working environment and coach teams.
Employment Details
  • Full-time employment
  • Mid-senior level

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