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Customer Experience Specialist

2 weeks ago

Pasig, National Capital Region, Philippines BEL USA LLC Full time
Job Overview

BEL USA LLC is a leading provider of innovative solutions, and we are seeking an experienced Customer Experience Specialist to join our team. This role involves managing and enhancing customer satisfaction by tracking and addressing reviews across various social media platforms.

Key Responsibilities
  • CSAT & NPS Review Tracking:
    • Monitor and track CSAT and NPS reviews across various social media platforms.
    • Maintain an organized database of customer feedback and scores.
  • Addressing Negative Reviews:
    • Respond to negative reviews in real-time by calling the customers and providing solutions and ensuring customer satisfaction.
    • Deliver stellar service to inspire negative reviewing customers to post an offsetting positive review.
    • Demonstrate a sense of urgency and provide a response rate on social media platforms in accordance with our prescribed service levels.
  • Trend Reporting:
    • Analyze CSAT and NPS data to identify trends and insights.
    • Prepare and send regular trend reports to the Customer Success Manager and other stakeholders.
  • Showcasing Top Performers:
    • Identify and highlight top performers in CSAT and NPS.
    • Create and distribute recognition materials to celebrate top-performing employees.
  • Driving CSAT and NPS Scores:
    • Develop and implement strategies to improve CSAT and NPS scores.
    • Engage with customers to gather additional feedback and enhance their overall experience.