Customer Experience Manager

7 days ago

Tanauan, Calabarzon, Philippines beBeeCustomerExperience Full time ₱400,000 - ₱600,000

At DrBalcony, we're seeking an accomplished Customer Experience Manager

Job Description:

We require a highly skilled and experienced professional to oversee the delivery of exceptional customer service. This pivotal role involves fostering lasting relationships with clients, ensuring their satisfaction, and driving retention.

This position demands excellent communication skills, enabling you to explain technical concepts to non-technical clients. The ideal candidate will possess 3-5 years of experience in customer service, account management, or a client-facing role, with proficiency in CRM software and other customer success tools.

Key Responsibilities:
  • Serve as the primary point of contact for clients, guaranteeing their satisfaction and success throughout their journey with us.
  • Onboard new clients, equipping them with a thorough understanding of our services, processes, and value propositions.
  • Nurture strong relationships with clients by offering proactive support, regular check-ins, and clear communication about project timelines and updates.
  • Address client issues promptly by collaborating closely with internal teams, such as engineering, sales, and project management.
  • Monitor client satisfaction through regular feedback collection and make recommendations for service enhancements.
  • Partner with project managers to ensure timely and accurate delivery of client projects.
  • Facilitate client comprehension of complex technical details and guide them through intricate processes in simple, clear language.
  • Present reports on customer feedback and project outcomes to identify trends and areas for improvement.
  • Identify opportunities to enhance the customer experience and work on strategies for customer retention and growth.
  • Provide technical and product support to clients when necessary, ensuring their queries are addressed quickly and accurately.
Requirements:
  • Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).
  • 3-5 years of experience in customer service, account management, or a client-facing role (experience in the construction or engineering field is a plus).
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical clients.
  • Strong interpersonal skills with the ability to build and maintain positive client relationships.
  • Highly organized and detail-oriented, with the ability to manage multiple tasks and projects simultaneously.
  • Problem-solving skills, with the ability to handle challenging situations and resolve client issues effectively.
  • Proficiency with CRM software (e.g., Salesforce, HubSpot) and other customer success tools is a plus.
  • A customer-centric attitude and a commitment to ensuring client satisfaction.

In this role, you'll have the opportunity to drive business growth, develop your expertise, and contribute to the success of our organization.

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