Experience Manager

1 day ago

Mabalacat, Central Luzon, Philippines beBeeCustomerService Full time ₱55,000 - ₱70,000
Job Overview

The Senior Customer Experience Representative plays a key role in delivering exceptional service by working closely with the team. This position is responsible for ensuring every customer interaction is handled with care, professionalism, and a commitment to excellence.

Responsibilities
  • Manage customer emails and chats in a highly personalized and professional manner.
  • Take ownership of high-impact or sensitive customer escalations, ensuring timely resolution and conducting root cause analysis.
  • Identify recurring issues or patterns in customer inquiries and collaborate with relevant teams to implement improvements.
  • Champion customer advocacy by escalating systemic issues and partnering with leadership to drive long-term solutions.
  • Contribute ideas on an ongoing basis to improve customer service efficiency and effectiveness.
  • Take full ownership of KPIs and consistently strive to meet or exceed targets with dedication and accountability.
Requirements
  • Bachelor's degree required; post-secondary education preferred but not required.
  • Minimum of 3 years' experience in customer service, or a similar type of role.
  • Experience or knowledge of the e-commerce and/or retail space is highly preferred.
  • Ability to work well in a team environment.
  • Fluency in English written skills.
  • Ability to work under tight timelines.
  • Proven track record of meeting and/or exceeding KPIs.
Preferred Qualifications
  • Experience with help desk platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, or Intercom.
  • Familiarity with CRM tools for logging interactions and tracking customer history.
  • Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, etc.).
  • Familiarity with e-commerce platforms like Shopify, Magento, or WooCommerce (a plus).

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