Customer Experience Director

2 weeks ago


Makati City, National Capital Region, Philippines Quess Philippines Corp. Full time
Job Description

We are seeking a dynamic and proactive Customer Experience Manager with a strong customer focus to join our team at Quess Philippines Corp. in Makati City.

In this role, you will work closely with clients to understand their customer needs, provide strategic recommendations, and design and implement customer-centric solutions that drive customer satisfaction and improve business results.

Key Responsibilities:
  • Oversee all Contact Center operations, including reporting, team performance evaluation, call analysis, communications, quality control, lead, and complaint management.
  • Manage CRM functions and activities, ensuring efficient customer communications, quality services, and timely resolution of complaints.
  • Contribute to the enhancement and development of customer journey, processes, policy handbooks, and SLA's to optimize and deliver an outstanding customer experience.
  • Monitor and escalate SLA violations in complaints, collaborating with department heads to resolve grievances and maintain consistent customer service and satisfaction.
  • Supervise daily workflows within the Contact Centre and CRM front team, fostering a smooth and efficient operation.
  • Collaborate with the finance team on customer collections and resolution of default cases for off-plan units.
  • Generate and track Customer Satisfaction Surveys at various milestones of the customer journey.
Requirements:

To be successful in this role, you will need to have a Bachelor's degree or equivalent, with at least 5 years of experience in customer service, customer relations, and team management, preferably in the Real Estate environment.

You must be proficient in English with excellent verbal and written communication skills.

A proactive and customer-focused individual with the ability to address client needs effectively and provide exceptional customer service is required.

Additionally, excellent organizational and time management skills, along with expertise in Salesforce, are essential for this role.

Estimated Salary: PHP 80,000 - PHP 120,000 per month

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