Customer Experience Strategist

2 weeks ago

Cebu City, Central Visayas, Philippines Smartsourcing Solutions Pty Full time

At Smartsourcing Solutions Pty, we're on a mission to redefine the way clients experience our services. As a Customer Experience Strategist, you'll play a pivotal role in ensuring our extension office in Cebu runs like a well-oiled machine.

About the Role

You'll oversee project plans, client-specific training, and process documentation, guaranteeing all KPIs and SLAs are met. This is your chance to join a team where growth, innovation, and authenticity thrive.

Key Responsibilities
  • Draft Master Services Agreements (MSA) and Position Descriptions (PD) based on client needs.
  • Lead client onboarding, including intro meetings, documentation, and action item tracking.
  • Develop and execute training plans, equipping trainees with the right skills and knowledge.
  • Monitor KPIs and SLAs, providing daily, weekly, and monthly performance reports.
  • Manage client communication, including weekly updates, monthly invoices, and payment follow-ups.
  • Oversee team performance, conduct annual reviews, and ensure engagement in company activities.
  • Collaborate with the Information Management team for ServiceDesk and PowerBI setup.
  • Continuously improve processes and workflows to enhance efficiency and client satisfaction.
Requirements

To succeed in this role, you'll need:

  • At least 5 years of experience in Client Relations, Business Development, or Process & Systems Development.
  • Proficiency in Microsoft Office, GSuite, and other computer applications.
  • Experience in documenting workflows and processes.
  • Strong client engagement and communication skills.
  • Basic phone customer service training and workshops.
  • MBA or equivalent supervisory/management experience is preferred.

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