Customer Experience Coach

3 days ago

Ayala Alabang, National Capital Region, Philippines EXL Service Philippines, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

Responsibilities:

  • Manage a team of executives managing calls, chats, and emails (member services) and be directly responsible for team performance. Lead, motivate, and mentor the team and flawlessly execute action plans to ensure the highest level of performance delivery with standard quality is met
  • Conduct one-on-one reviews/coaching, feedback, and counseling with the executives on techniques and methodologies, communication, and strategies to meet and exceed performance goals
  • Maintain quality standards and deliver on accuracy/compliance targets, handle and manage customer and client escalations
  • Monitor calls and email transactions on an ongoing basis and take corrective steps whenever necessary
  • Identify opportunities to improve agent performance and create actionable plans that drive results
  • Work cross-functionally with other departments within the client organization to identify obstacles in quality and streamline processes wherever possible
  • Keep the team aware of all the information related to products, procedures, customer needs and company related issues, changes or actions.
  • Provide support to the Operations Leader on special duties and other duties as assigned/delegated.
  • Coordinate available resources and monitor workflow to ensure that the daily workload is consistently completed in line with agreed service standards.
  • Liaise with internal and external customers with a wide range of information regarding issues, complaints and requests for information or advice.
  • Keep senior management informed on reports/results and forecasts
  • Assist new hires and ensure that they are brought up to speed within the shortest possible time
  • Provide complete support (Administrative, process specific etc.) to the team members to perform their duties effectively
  • Ensure employee satisfaction, foster a competitive spirit amongst the team
  • Ensure compliance with internal policies and procedures, external regulations and information security standards.

Qualifications:

  • Minimum of 3 years total Customer service experience in Business Process Offshoring
  • Candidates should have at least two years of customer experience as a trainer
  • Must possess strong decision making and accountability skills
  • Knowledgeable of best practices within a service-oriented sales environment
  • Demonstrated ability to achieve KPI goals through the management of individual performance objectives
  • Must be comfortable in a customer experience environment and possess the ability to overcome objections
  • Strong training and presentation skills
  • Must be effective while working both individually and as part of a team

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