Client Relationship Manager

22 hours ago

Davao City, Davao, Philippines beBeeCustomerService Full time ₱3,600,000 - ₱4,800,000
Job Role

We are seeking a skilled professional to fill the Client Experience Specialist position. The ideal candidate will have a passion for enhancing client experiences, ensuring high levels of satisfaction, and driving client success.

The role will work closely with a team to support the resolution of escalations and disputes, taking learnings from these incidents to drive new initiatives across the business.

The successful candidate will be responsible for managing day-to-day performance, conducting quarterly reviews, and following processes for recruiting, inducting, and training staff.

Duties and Responsibilities include:

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

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