Senior Client Experience Specialist

2 days ago

Taguig, National Capital Region, Philippines beBeeCustomerExperience Full time ₱900,000 - ₱1,300,000

About us

Client Experience Expertise Job Role

We are seeking a skilled Client Experience Professional to join our dynamic team. The ideal candidate will have a passion for enhancing client experiences, ensuring high levels of satisfaction, and driving client success.

This senior role is focused on process improvement strategies, client retention, and referral strategies. The successful candidate will work with the Client Experience Team to support the resolution of escalations and disputes, taking learnings from these escalations to drive new initiatives across the business.

The key responsibilities include:

  • Escalation Resolution: Handle escalations with the goal of resolving within KPI and providing troubleshooting support for team members.
  • People Leadership: Manage the day-to-day performance of the Client Experience Team, conduct quarterly performance reviews, and follow processes for recruiting, inducting, and training new staff.
  • Process Management and Client Experience Improvement: 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: 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: Manage Net Promoter Score (NPS) surveys and response processes, consistently monitor NPS, and implement new initiatives to grow our NPS score.

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