Data-Driven Customer Experience 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

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.