Customer Experience Specialist

16 hours ago

General Santos, Soccsksargen, Philippines beBeePerformance Full time ₱800,000 - ₱1,200,000

Key Performance Indicator (KPI) Analyst is responsible for assessing the quality of our customer-facing performance. The analyst will monitor interactions and assess representatives' demeanor, technical accuracy, and conformity to policies and procedures.

Responsibilities:
  1. Evaluate case audits, calls, and email responses to identify areas of improvement.
  2. Participate in designing metrics and performance standards.
  3. Provide trend data to management based on KPI analysis.
  4. Conduct work studies with associates to identify potential process gaps.
  5. Assist with testing new tools and processes.
  6. Track performance at team and individual levels.
  7. Monitor email responses.
  8. Participate in customer listening programs to identify needs and expectations.
  9. Provide actionable data to internal support groups as needed.
  10. Coordinate call calibration sessions for NOC staff.
  11. Provide feedback to supervisors and managers.
  12. Prepare and analyze quality reports for management review.
Minimum Requirements:
  • At least 2 years of experience in a customer-facing environment.
  • Excellent verbal, written, and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional care.
  • Self-motivated and proactive attitude.
  • Focus on quality and customer satisfaction.
  • Exceptional listening and analytical skills.
  • Strong time management skills.
  • Ability to effectively interact with people at all levels within the organization.
  • Ability to multitask and operate effectively in a fast-paced, team environment.
  • Adaptability to change and ability to set priorities as needed.
  • Proficiency in MS Office and database software.

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