Associate Manager For Customer Experience

2 weeks ago

Cebu City, Central Visayas, Philippines Smartsourcing Full time
Hi We're Smartsourcing, looking for an Associate Manager for Customer Experience who can work with us full-time and on-siteEarn up to P35,000Where? Crown 7 Business Centre, Pope John Paul II Ave, Cebu City, CebuAs an Associate Manager for Customer Experience,

You will be reporting directly to one of our Customer Experience Managers (CXM) and provide full support in the successful implementation of the end-to-end processes of the department. You will need to ensure that all required KRAs/KPIs are followed and achieved. You will also serve as the successor of our CXM in the event they are not available.

Some of the things we expect you to do are to:
  • Meet prospective clients and represent the Smartsourcing brand
  • Draft and maintain the project plan of our client's end-to-end business and review it with the CXM
  • Prepare the required documents for our clients to get started
  • Help induct any new hires to their team
  • Complete daily checks and performance metrics
  • Draft agenda for meeting for client meetings, team meetings, and one-on-one catch-ups
  • Prepare and send the meeting notes and action items
  • Help create case resolutions for issues
  • Ensure all documents are version-controlled
  • Ensure 100% completion of all company surveys and requirements needed
  • Draft the weekly and/or monthly reports required by clients for CXM's review
  • Help with Customer Experience Manager's reports
We would need you to be or have the following:
  • At least 3 years of Client Relations, Business Development, and Process & Systems Development experience or similar
  • Proficiency with Microsoft Office, GSuite and other computer applications
  • Experience in documenting workflows and processes
  • Experience in constant client engagement and communication
  • Must have undergone basic phone customer service training and workshops
  • MBA & above or equivalent supervisory or management experience
  • Experience in preparing reports and other similar documents
  • Experience in handling information requests and directives
  • An understanding of relevant policies, requirements, and procedures of outsourcing companies
It would be awesome if you are or also have:
  • Outstanding interpersonal skills
  • Strong initiative skills, working both independently and as part of a team
  • Excellent skills in teamwork, leadership and communication
  • Aggressive strategist with proven ability to close deals via strong and persuasive closing skills
  • Strong attention to detail and accuracy
  • Ability to work efficiently on simultaneous assignments under tight deadlines with minimum supervision
  • Professional self-starter, high level of motivation, customer empathy and ethics
  • Strong analytical and reasoning abilities
  • Demonstrated success in building trust and maintaining long-term relationships
  • Ability to collect and analyze data, draw conclusions, and make actionable recommendations
Be a part of the Smartsourcing crew

Smartsourcing was born with the purpose of changing people's lives. Our goal is not only to make sure businesses grow and succeed but also, that you love where you work and thrive. We recruit, train, and support you and provide great benefits. We take pride in the fact we are an award-winning organisation, hailed as one of the best employers and workplaces in Asia as seen on Great Place to Work and HR Asia.

Here's why we think you'd love working at Smartsourcing...

At Smartsourcing, we're all about fostering a positive work environment for you. We're always looking for folks who are unafraid to be their absolute authentic selves because we value diversity and inclusion.

We're proud to be a certified Great Place to Work. We believe that we can expect the best out of you only when you're happy with where you work and what you do. This is why It is so vital for us that you have a healthy work-life balance.

Some of our company perks include:
  • Above-industry salary package
  • Day Shift
  • Fixed weekends off
  • HMO coverage for you and your dependent/s after one (1) month
  • Free lunch every day
  • Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
  • Sports wellness clubs including free-diving
  • Subsidized gym membership at Anytime Fitness
  • Travel opportunities to Australia
  • Exclusive discounts in selected restaurants and merchants
  • And so much more

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