Service Delivery Excellence Specialist

1 day ago

Pasig, National Capital Region, Philippines beBeeCustomer Full time ₱220,000 - ₱270,000
Job Description:

The Customer Service Optimization Specialist plays a pivotal role in driving customer satisfaction and loyalty by analyzing performance data, identifying areas for improvement, and implementing actionable strategies.

This key position ensures that customer interactions are meticulously monitored, measured, and optimized to align with organizational goals. The ideal candidate will possess strong analytical skills, exceptional communication abilities, and the capacity to work collaboratively across teams.

Key Responsibilities:
  • Monitor and analyze customer service activities, including call center metrics, customer feedback, and service trends.
  • Track and report on KPIs such as first contact resolution, response time, and customer satisfaction.
  • Identify root causes of service challenges and recommend process improvements.
  • Partner with customer service, operations, and product teams to implement enhancements.
  • Build and maintain dashboards, reports, and presentations for management review.
  • Provide insights to support training programs and knowledge base development.
  • Ensure data accuracy and compliance with industry standards.
  • Support the customer service and sales teams as needed.
Required Skills and Qualifications:

Legally eligible to work in PH as an Independent Contractor

Strong fluency in written and verbal English

Proficiency in Microsoft Office (Excel, Outlook, Word)

Expertise in Salesforce

Knowledge of Business Intelligence tools (Power BI preferred)

2+ years of experience in customer service analysis, business analytics, or related roles

Benefits:

Competitive hourly rate

Flexible working arrangements

What We're Looking For:

A highly motivated and detail-oriented individual who can thrive in a fast-paced environment.

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