Customer Service Specialist

SnapMart Inc. Landers.ph E2E eCommerce; Metro Manila; On-site; PHP 391,000 - 670,000; Full time

Job summary

SnapMart Inc. Landers.ph E2E eCommerce is seeking a data-driven Customer Service Specialist to analyze feedback, identify trends, and drive improvements across departments. You will enhance customer experiences and loyalty by leveraging data insights and innovative strategies.

The role emphasizes CSAT/NPS management, AI capability oversight, and collaboration to optimize support workflows in a fast-paced environment.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Data Analytics, or related field.
• Strong data-analysis skills with ability to interpret customer feedback and metrics.
• Experience with CRM platforms and data analytics tools.
• Proven ability to identify inefficiencies and implement improvements.

Responsibilities

• Identify bottlenecks and inefficiencies in customer support workflows.
• Propose and implement data-driven process enhancements to boost CSAT.
• Analyze customer data and metrics to identify trends and opportunities.
• Monitor CSAT/NPS, report impact, and drive improvement initiatives.
• Lead AI capability efforts to support customer service operations.

Skills

Data Analysis

Technical Proficiency

Process Improvement

Customer Insight

Analytical Thinking

Collaboration

Communication

Customer Focus

Adaptability

Education

Bachelor's degree (Business Administration / Communications / Data Analytics)

Job description

We are looking for a data-driven, proactive Customer Service Specialist to play a crucial role in supporting the Customer Service Department. The ideal candidate will analyse customer feedback, identify trends, and recommend process improvements to enhance overall customer satisfaction. This role involves close collaboration with various departments to promote customer retention, optimise support workflows, and ensure exceptional customer experiences. You will drive customer satisfaction and loyalty by leveraging data insights and innovative strategies.

JOB RESPONSIBILITIES

Process Improvements:

• Identify bottlenecks and inefficiencies in customer support workflows.
• Propose and implement process enhancements based on thorough data analysis.
• Measure and report the impact of process changes on customer satisfaction metrics.

Data Analysis and Recommendations:

• Analyse customer data, including satisfaction scores, feedback, and interaction history.
• Identify trends, patterns, and opportunities for improvement.
• Provide actionable insights to refine and optimise customer support processes.
• Continuously monitor and evaluate customer support workflows to identify areas for improvement.
• Propose data-driven process enhancements aimed at boosting CSAT scores.
• Track and analyse the effects of implemented changes on customer satisfaction.

NPS (Net Promoter Score) Management:

• Develop and implement strategies to improve NPS by addressing customer pain points and enhancing loyalty.
• Collaborate with key stakeholders to launch and manage NPS-related initiatives and projects.

AI Capability Management and Maintenance:

• Lead, manage, and continuously improve AI capabilities that support customer service operations.
• Maintain and optimise existing AI tools, ensuring accuracy, reliability, and alignment with customer service objectives.
• Monitor AI performance, identify issues, and coordinate enhancements to improve customer experience and operational efficiency.
• Collaborate with internal stakeholders and vendors to implement AI updates, troubleshoot system issues, and support new AI-driven initiatives.
• Analyse AI utilisation and customer interaction data to recommend improvements and maximise business impact.

JOB QUALIFICATIONS

Education:

Bachelor’s degree in Business Administration, Communications, Data Analytics, or a related field.

Role-Related Skills:

• Data Analysis: Strong proficiency in data analysis tools and techniques, with the ability to interpret customer feedback and satisfaction metrics.
• Technical Proficiency: Experience with customer service software, CRM platforms, and data analytics tools.
• Process Improvement: Demonstrated ability to identify inefficiencies and implement effective process improvements.
• Customer Insight: In-depth understanding of customer behaviour, satisfaction drivers, and best practices for enhancing customer experiences.

Soft Skills:

• Analytical Thinking: Excellent problem-solving skills with the ability to analyse complex data sets and make data-driven decisions.
• Collaboration: Strong team player with the ability to work cross-functionally and collaborate with various departments.
• Communication: Exceptional written and verbal communication skills, with the ability to convey complex ideas clearly and concisely.
• Customer Focus: A customer-centric mindset with a passion for improving customer experiences and satisfaction.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment, and quickly adapt to changing priorities and challenges.

ABOUT US:

SnapMart is the Philippines’ fastest growing and leading online grocery platform, offering end-to-end eCommerce tailored solutions for its partners https://landers.ph to provide our customers with an unparalleled selection of fresh food, household essentials delivered to your door in the 2h delivery window of your choice.

Our Landers Superstore app is now available for download on the App Store and Google Play! Download and order now!

We are looking for superstars to join now our customer-employee-technology and data-driven family!