Customer Experience Lead - SPX Express

Shopee


Date: 3 days ago
City: Manila
Contract type: Full time
Job Description

  • Analyze Customer Insights: Collect and analyze feedback from various channels to identify trends, pain points, and opportunities for improving the customer experience.
  • Monitor CS Performance: Track and report on key performance metrics (e.g., CSAT, response time) to ensure the Customer Service team meets SLAs and quality standards.
  • Drive Process Improvements: Identify gaps in CS workflows and implement strategies to enhance efficiency and customer satisfaction.
  • Act as a bridge between Customer Service and other departments, providing insights to align customer needs with business goals.
  • Collaborate with cross teams to further drive Customer Engagment and CRM/Churn user programs leveraging insights from users feedback. Refine FAQs, tutorials, and webinars, to proactively address concerns and improve customer knowledge.
  • Conduct user interviews and analysis to improve end-to-end user journy expereince.

Requirements

  • Strong analytical skills with the ability to derive actionable insights from data.
  • Excellent communication and interpersonal skills for stakeholder management.
  • Proficiency in performance tracking and CRM tools.
  • Creative problem-solving and process improvement expertise.
  • Past expereince in Customer Expereince Excelllence is a plus.
  • Willing to be stationed in Podium Mandaluyong.

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