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Customer Experience Champion

2 weeks ago

Cebu City, Central Visayas, Philippines EXL Service Philippines, Inc. Full time

At EXL Service Philippines, Inc., we are seeking a highly skilled Customer Experience Champion to join our team. As a key member of our organization, you will play a vital role in ensuring that our front-liners deliver world-class customer experience.

The primary responsibility of this position is to advocate for exceptional customer experience among our support members and front-liners. You will focus on coaching and training soft skills essential for effective call handling and customer engagement.

You will work closely with our leadership team to align and coordinate initiatives that promote customer experience excellence. Additionally, you will assist the CE AM in training support members to champion customer experience throughout the account.

  • Monitor calls of agents to identify behaviors, coaching, and learning needs on soft skills pertinent to call handling and customer experience.
  • Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors.
  • Conduct learning sessions on customer experience for both agents and support (Ex. AMs).
  • Develop materials and conduct Foundation Skills Training (FST) when needed.
  • Assist the CE AM and/or CE LAM in preparing for and conducting learning and development sessions for support.
  • Gather, measure, and analyze data to gauge the effectiveness of CE projects and its parts/projects on a regular basis.
  • Conduct agent interviews to assess customer service orientation and communication skills trainability.
  • Maintain confidentiality and adhere to company policies regarding confidentiality.
  • Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance when needed.
  • E nsure compliance with internal policies and procedures, external regulations, and information security standards.
  • Conduct special induction with new hires to familiarize them with the company culture and their roles.

Key Competencies:

  • Strong communication and organizational skills
  • Experience in coaching and training skills
  • Ability to communicate effectively to various audiences
  • Ability to work with minimal supervision and in a challenging environment
  • Deep understanding, appreciation, and demonstration of world-class customer service
  • Knowledge of MS Office - Excel, PowerPoint, Word

Required Qualifications:

  • At least 1 year of experience in Foundation Skills or Product Training and/or Quality Experience in a BPO Setting
  • At least 2 years of experience in BPO
  • At least 2nd-year College Level