Customer Experience Expertise Leader

2 weeks ago

Porac, Philippines beBeeCustomerExperience Full time ₱3,750,000 - ₱4,500,000

Job Title: Customer Experience Expertise Leader

Location: Remote Work Environment

Working Hours: EST Timezone Schedule

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

Job Type: Full-time Position

Company Overview

This fashion brand specializes in stylish and high-quality apparel for tall men and women. Serving a global community of underserved shoppers, it leverages its online presence to deliver exceptional customer experiences.

Job Overview

The Senior Customer Experience Representative plays a key role in delivering service excellence by working closely with colleagues and customers. This position is responsible for ensuring every interaction is handled with care and professionalism.

Responsibilities
  • Manage customer emails and chats in a highly personalized manner.
  • Tackle complex or sensitive customer escalations with timely resolution and root cause analysis.
  • Identify recurring issues and collaborate with teams to implement improvements.
  • Champion customer advocacy by escalating systemic issues and partnering with leadership to drive solutions.
  • Contribute ideas to improve customer service efficiency and effectiveness.
  • Owning KPIs, strive to meet or exceed targets with dedication and accountability.
  • Support filling and maintaining trackers and reports.
Requirements & Qualifications
  • Bachelor's degree required; post-secondary education preferred but not necessary
  • Minimum 3 years' experience in customer service or similar roles
  • E-commerce and retail knowledge is highly beneficial
  • Teamwork, written English fluency, and time management skills are essential
  • A proven track record of meeting or exceeding performance metrics
Attributes & Cultural Fit
  • Proactive mindset, enthusiasm, and a positive impact on team morale
  • Thriving in fast-paced start-up environments with competing priorities
  • Strong time management skills to meet deadlines
  • Demonstrates alignment with values such as Accountability, Adaptability, Collaboration
  • Genuine interest in helping people and delivering exceptional service
Additional Notes
  • All candidates are required to submit a video introduction and accomplish a written assessment
  • The client prefers to meet candidates in batches and urgently seeks to fill the role
  • Two (2) Senior Customer Experience Representatives are being hired

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