High Impact Customer Experience Specialist

1 week ago


Mabalacat, Central Luzon, Philippines beBeeCustomerService Full time
Customer Service Analyst Role

The Customer Service Analyst is a critical role responsible for delivering exceptional customer service and resolving customer inquiries in a timely manner.

This role forms part of the global IT team and is the first point of contact for internal business customers and external clients. The successful candidate will be responsible for ensuring customer expectations are met or exceeded, meeting defined performance metrics/benchmarks, adhering to standards and processes to provide effective customer service and meet requirements.

Key responsibilities include:

  • Receiving and recording all reported incidents and service requests from internal and external customers in the IT ticketing system.
  • Providing initial assessment of all incidents and requests and escalating to resolution groups when necessary.
  • Monitoring status and progress toward resolution of all open incidents and requests, keeping affected customers informed about progress.
  • Confirming resolution and closure of incidents and requests and detecting potential issue trends to liaise with problem management and support teams.


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