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Customer Experience Manager

3 months ago

Makati City, Philippines Monroe Consulting Group Full time

Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of a growing savings bank who has been thriving in servicing SMEs in the market. This bank is looking for an experienced Customer Experience Manager who is well-versed in working with clients to understand their customer needs, provide strategic recommendations, and design and implement customer-centric solutions that drive customer satisfaction and improve business results. The job is based in Makati City, Philippines.

About the role:
Seeking a dynamic and proactive Customer Experience Manager with a strong customer focus, capable of delivering outstanding customer experiences to join bank.
In this role, you will work with clients to understand their customer needs, provide strategic recommendations, and design and implement customer-centric solutions that drive customer satisfaction and improve business results.
Key job responsibilities include:

  • Oversee all Contact Center operations, including but not limited to reporting, team performance evaluation, call analysis, communications, quality control, lead, and complaint management.
  • Manage all CRM functions and activities, ensuring efficient customer communications, quality services, and timely resolution of complaints. Provide hands-on support for client requests and guide the teams in resolving issues effectively.
  • Contribute to the enhancement and development of customer journey, processes, policy handbooks, and SLA's to optimize and deliver an outstanding customer experience.
  • Monitor and escalate SLA violations in complaints, collaborating with department heads to resolve grievances and maintain consistent customer service and satisfaction.
  • Supervise and manage daily workflows within the Contact Centre and CRM front team, fostering a smooth and efficient operation.
  • Collaborate with the finance team on customer collections and resolution of default cases for off-plan units.
  • Generate and track Customer Satisfaction Surveys at various milestones of the customer journey.
  • Collaborate with cross-functional teams as needed for process improvement and involvement in new business areas.
  • Working with all teams as and when required for process improvement or any new areas of the business.
  • Prepare comprehensive weekly and monthly reports covering Contact Center activities, services, resales, complaint management, defaults, and collections, etc.


Key job requirements include:

  • To be successful in this role, you will need to have a Bachelor's degree or equivalent, with atleast 5 years of experience in customer service, customer relations and team management, preferably in the Real Estate environment.
  • Must be proficient in English with excellent verbal and flawless written communication skills. Proactive and customer-focused with the ability to address client needs effectively with a commitment to providing exceptional customer service. Additionally, excellent organizational and time management skills is a must along with expertise in Salesforce.