Director of Customer Experience

6 days ago


Manila, National Capital Region, Philippines INTELASSIST INC. Full time

**Director of Customer Experience**

We are looking for an exceptional Director of Customer Experience to lead our customer-facing teams at Intelassist Inc. This role requires a strong leader who can drive business growth through excellent customer service and support.

Main Responsibilities:

  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Align customer services, sales, and support with evolving customer needs, technological advancements, and brand identity.
  • Drive strategies to champion excellent customer experience.
  • Formulate overall customer service strategies and long-range plans.
  • Spearhead formulation of policies for the delivery of customer services.
  • Direct activities to increase client satisfaction and loyalty.
  • Identify and mitigate potential risks to operations, including system outages, data breaches, and Agent/Representative/Associate burnout.

Requirements:

  • Candidate must possess at least a Bachelor's/College Degree in any field.
  • Intermediate to advanced expertise in Microsoft Excel is required.
  • Strong sales and customer service domain experience and excellent people management skills.
  • Related experience working as a BPO Operations Director for a minimum of 5 years.
  • Experience in team management and performance management.
  • Strong decision-making and problem-solving skills.
  • Must have excellent verbal and written English communication skill.
  • Strong organizational skills.
  • High level of integrity and honesty.
  • Optimism, calmness, and flexibility.

About Us

We value your effort and aim to empower you. We believe in growing together and providing a supportive work environment.



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