Customer Experience Specialist

3 weeks ago

Mandaluyong, Philippines ConnectOS Full time

Monday to Friday, 6:00am to 3:00pm Manila time Functional Responsibilities Support all divisions in understanding customer feedback and in making business process improvements to further enhance the customer experience Represent the team with regional HQ and manage the implementation of regional programs locally Coordinate all training for customer programs and collaborate with various teams in managing complaints and compliments Work closely with stakeholders to develop solutions and provide support in the execution of customer experience strategies Generate and analyse reports to identify actionable insights, measure our customer relationships and identify risks and opportunities Help the business develop and implement customer excellence initiatives to drive improvement of the customer experience and related metrics. Maintain a register of these initiatives Communicate VOC and survey performance and customer excellence initiatives to internal and external stakeholders (with assistance from company's Internal and External Communications) Manage company's Voice of Customer (VOC) system and program, including the efficient management of customer complaints Manage the administration of Medalia, which is the customer survey platform used by the company. Use Medalia to develop and run customer surveys, including the Customer Relationship Program survey, Post Implementation Survey and Post Engineer Visit survey and any amendments to these programs, and follow up on the results of the surveys, including case management and reporting Liaison with company's regional HQ on customer satisfaction data and initiatives Assist in training new VOC and Medalia users Requirements Sound knowledge of customer experience practices and metrics Strong analytical skills Exceptional communication and stakeholder management capabilities Previous experience in delivering improvement and driving business outcomes will be key to your success. Nice to have Desirable, but not essential: knowledge of ISO 9001:2015 Quality Management System Join the awesome team and enjoy these benefits & perks Hybrid Work Setup Medical, Dental Coverage and Life insurance from day 1 of employment Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion) Competitive salary package and annual appraisal Financial Assistance Program Mandatory Government Benefits and 13th Month Pay Complimentary Sleeping Quarters, Coffee at no cost Complimentary Office Fitness and Wellness Facilities at no cost Regular Company Events, Work Life Balance, and Career growth opportunities Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA JOIN CONNECTOS NOW ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice. #ConnectOSCareers #JoinConnectOS Equal Employment Statement Employment decisions at ConnectOS will be conducted without consideration of factors such as age, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes. #J-18808-Ljbffr

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