Customer Experience Specialist

1 day ago

Baguio City, Cordillera, Philippines beBeeCustomer Full time ₱987,654 - ₱1,234,567

Job Title: Customer Experience Specialist

Location: Remote

Working Hours: EST timezone

  • First 45 days: 10am - 7pm EST
  • After onboarding, 1 of the 2 agents will shift to 1pm - 10pm EST

Job Type: Full-time

Company Overview

This company specializes in providing exceptional customer experiences. Our mission is to deliver high-quality apparel designed to fit without compromise. Serving a global community of underserved shoppers, we leverage our online presence to provide seamless interactions.

Job Overview

The Customer Experience Specialist plays a key role in delivering excellent service by working closely with a team of support agents. This position is responsible for ensuring every customer interaction is handled with care and professionalism. The ideal candidate brings a proactive mindset, strong communication skills, and a passion for creating positive customer experiences across all touchpoints.

Responsibilities
  • Manage customer emails and chats in a personalized manner.
  • Take ownership of complex customer escalations, ensuring timely resolution and conducting root cause analysis.
  • Identify recurring issues or patterns in customer inquiries and collaborate with teams to implement improvements.
  • Champion customer advocacy by escalating systemic issues and partnering with leadership to drive long-term solutions.
  • Contribute ideas to improve customer service efficiency and effectiveness.
  • Take ownership of performance metrics and strive to meet or exceed targets.
  • Assist in maintaining important trackers and reports.
Requirements
  • Bachelor's degree required; post-secondary education preferred but not required
  • Minimum of 3 years' experience in customer-facing roles
  • Experience or knowledge of e-commerce and retail 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 performance goals
Skills & Attributes
Technical Skills
  • 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)
Soft Skills
  • Strong communication skills, with fluency in written English
  • Excellent organizational and prioritization abilities
  • Ability to work well in a team environment
  • Comfortable working under tight timelines and in fast-paced settings
  • Goal-driven, with a proven track record of meeting performance goals
  • Demonstrates patience, discipline, and a positive attitude
  • Quick learner with the ability to adapt to new tools and processes
Cultural Fit
  • Enthusiastic, go-getter attitude with a positive impact on team morale
  • Ability to thrive in a dynamic, results-driven environment
  • Comfortable handling competing priorities
  • Strong time management skills to meet deadlines
  • Demonstrates alignment with our core values such as Accountability, Adaptability, Collaboration
  • Genuine interest in helping people and delivering excellent service
  • Ability to work autonomously while staying aligned with team goals
Notes
  • All candidates are required to submit a video introduction and complete a written assessment. Instructions will be provided to shortlisted candidates.
  • We prefer to meet candidates in batches and are looking to fill the role urgently. Candidates who submit all requirements promptly will be prioritized and moved to the next stage first.
  • We are hiring two Customer Experience Specialists.

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