Customer Communication Expert

2 days ago

Makati City, National Capital Region, Philippines beBeeCustomer Full time ₱900,000 - ₱1,200,000
Customer Communications Manager

This role requires a professional with expertise in managing customer communications. The ideal candidate will have experience in creating and implementing quality initiatives, developing new customer communications, and ensuring compliance with regulations.

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  • Manage the customer communications inventory, including letter and email templates, SMS canned messages, and other correspondences triggered by customer transactions and interactions.
  • Collaborate with process owners and project teams to develop new customer communications as needed due to process changes, new products, or regulatory requirements.
  • Conduct regular compliance checks to ensure team members utilize only reviewed and approved templates and messages.
  • Review and revise customer communication templates regularly to meet legal, compliance, and project requirements, considering emerging trends and changing customer expectations.
  • Report critical errors or non-compliance issues related to customer communication templates.
  • Provide feedback to supervisors on urgent findings.
  • Assist in designing, creating, and implementing quality initiatives and standards.
  • Participate in root cause analysis for high-impact or recurring customer communication issues.
  • Recommend measures to manage unacceptable variations identified through audits and service observations.
  • Serve as the expert during calibration sessions on customer and distributor communications.
  • Consolidate and profile findings related to customer correspondences, coordinating with relevant departments to resolve issues and implement controls.

Requirements:

  • Bachelor's degree in a related field.
  • Minimum 2-3 years of experience managing customer communications.
  • Experience in service quality, business communications, data analysis, or business analysis.
  • Experience in reporting within a Business Unit (BU).
  • Experience in the insurance or financial industry is advantageous.

Skills:

  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical skills.
  • Ability to multitask and adapt to changing priorities.
  • Team player.
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint).
  • Knowledge of Canva and related tools.
  • Ability to work independently with minimal supervision.
  • Comfortable working with data and numeracy skills.
  • Effective at engaging with people at all levels inside and outside the organization.
About This Role

We are looking for an experienced Customer Communications Manager to join our team.

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