Customer Experience Associate

1 day ago

Pasay, Philippines CAPEX Full time

Cargo Padala Express Forwarding Services Corp Monitors proper branding presentation and compliance with the branding policy. This involves monitoring compliance of the Customer Care Section and all employees to the set customer care standards and guidelines. Assist the CX Manager in the development of the customer care standards and guidelines, i.e., drafting of scripts, spiels, etc. Assist the CX Manager in training all organization members on customer-centric approaches and best practices to foster a customer-obsessed culture throughout the organization. Track and ensure that all customer communications, including complaints and feedback, are responded to according to the service level agreement (SLA). Conduct quarterly customer satisfaction survey (CSAT) and net promoter score (NPS) survey. This includes submission of results to the CX Manager. Execute external and customer-related events of the company. This also includes organizing and executing the set CSR activities according to timeline. Assist the CX Manager in conducting monthly QA of all internal and external touchpoints to ensure customer experience across all platforms. Prepare proposals for corporate tokens and giveaways. Execute branding initiatives as planned, in collaboration with the. This includes office branding, fleet dress-up, and employee branding, among others. Perform other tasks that may be assigned to him by his superior. Job Summary Location Head Office, Pasay City Work Type Full-Time Division Digital Marketing Technology Job Requirement/s Graduate of bachelor's degree in Business Administration, Marketing, Business Management, Advertising, Communications, or other courses related to the position With knowledge in using customer experience tools and software such as customer feedback management systems, CSAT tools, NPS software, CRM platforms, and data analytics software Knowledge in using various editing and graphics software or tools such as Adobe Creative Cloud, Figma among others is a plus #J-18808-Ljbffr

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