Digital Client Experience Champion

7 days ago

Tanauan, Calabarzon, Philippines beBeeClientSuccess Full time ₱52,000 - ₱63,000

Are you looking for a challenging opportunity to enhance client experiences?

About the Role

This position focuses on delivering exceptional client outcomes through process improvement strategies, client retention, and referral tactics.

The ideal candidate will have a strong passion for enhancing client satisfaction and driving client success. Key responsibilities include:

  • Elevating client experiences through escalation resolution and troubleshooting support for team members.
  • Fostering a culture of excellence by managing the day-to-day performance of the Client Experience Specialist Team, conducting regular performance reviews, and following processes for recruiting, inducting, and training new staff.
  • Driving business growth by reviewing procedures and client experience pathways for improvements, analyzing client data to inform client experience strategies, and assisting in creating and reviewing policies and practices.
  • Streamlining operations by identifying processes and tasks that can be handed over to admin teams and managing the training and handover of any identified tasks.
  • Improving client success metrics by managing Net Promoter Score (NPS) surveys and response processes, consistently monitoring NPS, and implementing new initiatives to grow our NPS score.
Key Requirements

To succeed in this role, the successful candidate will possess excellent stakeholder management skills, with a strong comprehension of client service practices and technical aptitude to rapidly learn new software and platforms.

  • Minimum 5 years of experience in a client-facing role or client experience management.
  • Experience supervising others in a virtual setting.
  • Strong written and verbal communication skills.
  • Technical skills in CRM platforms, Helpscout Mail, Slack, Asana, Zoom, and Google Suite.

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