Client Experience Apprentice

1 week ago

Manila, Philippines Cyberbacker Careers Full time

About the Role
The Client Experience Apprentice (CEA) plays a critical role in ensuring clients achieve their goals, feel supported, and stay engaged with the company's services or solutions. Acting as the main point of contact post-onboarding, the CEA is responsible for building strong relationships, guiding clients through their lifecycle, resolving issues proactively, and driving long-term value and satisfaction.
This role is ideal for a strategic and empathetic communicator who thrives on helping clients succeed, improving retention, and contributing to a high-performance client experience team.
Key Responsibilities
Daily Role-Play and Skills Enhancement
● Participate in daily role-plays.
● Hyperbound customer service drills.
● Simulate challenging service situations and proper handling, communication techniques, and resolution strategies.
● Absorb real-time feedback to participants with emphasis on tone, empathy, listening, and professionalism.
● Practice key soft skills including active listening, emotional regulation, positive scripting, and problem-solving.
Client Conversations & Relationship Management
● Conduct regular client check-ins via calls, video meetings, or emails to assess satisfaction, usage, and evolving needs.
● Build rapport with decision-makers and day-to-day client contacts to foster trust and engagement.
● Act as the client’s main point of contact for inquiries, feedback collection, and success planning.
Proactive Account Monitoring
● Schedule and document client interactions (weekly, bi-weekly, or monthly) based on client tier and lifecycle stage.
● Track client activity, service delivery, and feedback trends to identify opportunities or risks.
1
● Collaborate with internal teams (growth, operations and support) to coordinate responses and service enhancements.
Client Feedback & Issue Resolution
● Capture insights from client conversations related to satisfaction, service quality, complaints, or suggestions.
● Escalate concerns or unresolved issues to the appropriate teams for quick resolution.
● Follow up to ensure closure and client satisfaction post-resolution.
Reporting & CRM Updates
● Maintain accurate records of client interactions, concerns, and action items in the CRM or client success platform.
● Assist in preparing client status reports or summaries for internal stakeholders or business reviews.
● Track engagement metrics and check-in completion rates across your portfolio.
Success Metrics
● # of client conversations and check-ins
● Resolution time
● Client satisfaction score (CSAT)
Reporting
● Client Experience Trainer

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