Customer Experience Specialist

2 months ago


Manila, National Capital Region, Philippines EXL Service Philippines, Inc. Full time

Position Overview

The primary role of the job is to advocate world-class customer experience to front-liners and support members of the account. The job focuses on coaching and training customer experience soft skills essential in enabling our front-liners connect better with customers and demonstrate overall excellent call handling. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the CE AM in training our support members to champion customer experience to everyone in the account through monitoring and coaching, as well as active participation in CE projects.

Job Description:

Classroom Management/Modules/Up-training/Initiatives/Quality

Monitor calls of agents to identify behaviors, coaching and learning needs on soft skills pertinent to call handling and customer experience.Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors.Conduct learning sessions on customer experience for both agents and support (Ex. AMs).Develop materials and conduct Foundation Skills Training (FST) when needed.May help the CE AM and/or CE LAM prepare for and/or conduct learning and development sessions for support.Help the CE AM and/or CE LAM gather, measure and analyze data to gauge the effectiveness of the CE projects program and its parts/projects on a regular basis.Conduct agent interviews to gauge customer service orientation and communication skills trainability.Protects the confidentiality of client and adheres to company policies regarding confidentiality.Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.Ensure compliance with internal policies and procedures, external regulations and information security standards.Conduct special induction with new hires to make them aware of the company culture and the work they need to do.Competencies Required:Strong communication and organization skillsExperience in coaching and training skillsAbility to communicate effectively to a variety of audiences Ability to work with minimum supervision and in a continually challenging environmentDeep understanding, appreciation and demonstration of world-class customer serviceKnowledge of MS Office – Excel, PowerPoint, WordEligibility Criteria: Internal and External (IJP is open to all Executives or A2)

Internal:

Candidates must have minimum 6 months tenure in EXL and in the current role.Should not be on PDP/Disciplinary action within 6 months from date of NOD. Please see Progressive Disciplinary Policy for further details.Should not be on PIP during the time of application.Candidates must have 3.5 & above rating (Goal & Competency or Composite Rating)Must have no issues on Attendance and Reliabilities.College graduate – preferably Nursing, Psychology, Mass Communications, or Education.Positive feedback from local leadership and their leadership teams. External: At least 1 year experience in Foundation Skills or Product Training and / or Quality Experience in a BPO SettingAt least 2 years' experience in BPOAt least 2nd year College Level

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