Senior Client Engagement Expert

2 days ago

Pasig, National Capital Region, Philippines beBeeClientExperience Full time ₱900,000 - ₱1,200,000
Client Experience Specialist

We are seeking a highly skilled and experienced Client Experience Specialist to join our dynamic team. This is a mid-level senior role that focuses on process improvement strategies, client retention, and referral strategies.

The ideal candidate will have a passion for enhancing client experiences, ensuring high levels of satisfaction, and driving client success. You will work with the Client Experience Team to support the resolution of escalations and disputes, taking learnings from these escalations to drive new initiatives across the business.

  • Key Responsibilities:
  • Escalation Resolution: Handle escalations with the goal of resolving within KPI and providing troubleshooting support for team members.
  • People Leadership: Manage the day-to-day performance of the Client Experience Team, conduct quarterly performance reviews, and follow processes for recruiting, inducting, and training new staff.
  • Process Management and Client Experience Improvement: Review procedures and client experience pathways for improvements, analyze client data to improve the client experience, and assist in creating and reviewing policies and practices.
  • Automation and Task Management: Identify processes and tasks that can be handed to the admin teams and manage the training and handover of any identified tasks.
  • Client Success NPS Management: Manage Net Promoter Score (NPS) surveys and response processes, consistently monitor NPS, and implement new initiatives to grow our NPS score.

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