Experience Enhancement Manager

2 days ago

Iloilo City, Western Visayas, Philippines beBeeClient Full time ₱4,500 - ₱7,500
About Our Company

We strive to deliver exceptional experiences that make a real difference in businesses and clients we support.

Job Opportunity

We are seeking a highly skilled individual to join our team as a Client Experience Specialist. The ideal candidate will have a passion for enhancing client experiences, ensuring high levels of satisfaction, and driving success. This mid-level senior role focuses on process improvement strategies, client retention, and referral strategies. The specialist will work with our Client Experience Team to resolve escalations and disputes, applying learnings to drive new initiatives across the business.

Duties and Responsibilities
  • Escalation Resolution (60%): Handle escalations with the goal of resolving within KPIs and provide troubleshooting support for team members.
  • People Leadership (10%): Manage the day-to-day performance of the Client Experience Specialist Team, conduct quarterly performance reviews, and follow processes for recruiting, inducting, and training new staff.
  • Process Management and Client Experience Improvement (20%): Review procedures and client experience pathways for improvements, analyze client data to improve the client experience, and assist in creating and reviewing policies and practices.
  • Automate or Outsource Tasks (5%): Identify processes and tasks that can be handed to the admin teams and manage the training and handover of any identified tasks.
  • Manage Client Success NPS (5%): Manage Net Promoter Score surveys and response processes, consistently monitor NPS, and implement new initiatives to grow our NPS score.
Requirements
  • A minimum of 5 years of experience in a client-facing role or client experience management.
  • Experience supervising others in a virtual setting.
  • Strong comprehension of client service practices.
  • Technical aptitude and ability to rapidly learn new software and platforms.
  • Strong stakeholder management experience.
  • In-depth comprehension of product offerings.
  • Well-developed interpersonal skills.
  • Highly organized with the ability to multitask, prioritize, and manage time effectively.
  • Highly developed written and verbal communication skills.
  • Technical skills in CRM platforms, Helpscout Mail, Slack, Asana, Zoom, and Google Suite.
  • Ability to adapt and respond to different situations.
  • Handle complaints and provide appropriate solutions for resolution within 1 business day.
  • Strong stakeholder management skills.

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