Customer Experience Manager

Smartsourcing

Cebu City, Cebu
Permanent
Full-time

1 month ago
Apply easily

Hi! We’re Smartsourcing, looking for a Customer Experience Manager who can work with us full-time and on-site!Where?📍 Crown 7 Business Centre, Pope John Paul II Ave, Cebu City, CebuAs a Customer Experience Manager,You will be the focal point for the successful implementation of our client’s extension office in Cebu, project plans, client-specific training, processes, procedures, and meeting timelines. You will have to ensure that all required KRA’s/KPIs are followed and achieved. You will also be responsible for organizing and coordinating office operations and procedures to ensure organizational effectiveness and efficiency between the clients and the Cebu team.Some of the things we expect you to do are to:

Draft the Master Services Agreement (MSA)
Attend Intro meetings with the Managing Partner and prospective clients
Document minutes of the meeting and identify key action items (What, Who, When)
Draft the Position Description (PD) based on the recruitment requirement/s of the client
Draft the Job Order (JO) based on the number of role/s the client wants to fill
Review the screened endorsements from Talent Acquisition and conduct interviews
Send the endorsement to clients for final interviews
Send weekly recruitment updates to client
Draft a project plan to document the end-to-end process
Assist clients with identifying the KPIs and SLAs per task
Identify the low-hanging fruit to start with training in a Project Sprint format
Commence content development for the Talent Education and Development (TED) system1, including:
Undertaking observation of your processes (Video Tutorial)
Documenting processes and identifying system requirements (software/hardware)
Document process flows
Draft an account handbook that documents the initial discovery i.e industry, office history, onshore team’s focal person, tasks, tools
Draft training plan
Liaise with the Information Management team for ServiceDesk and PowerBI set-up
Spearhead and oversee the development and execution of training plans; monitor the completion, progress and effectiveness of each client-specific training
Work with clients and (or) project champions to ensure training documentation is accurate and updated for trainees
Lead in the development and delivery of training materials to trainees
Provide weekly training updates
Responsible for drafting and sending monthly invoices to clients
Follow-up and collect payment arrears
Coordinate with the clients about any attendance issues
Assist in providing the Leadership Group and/or clients with updated implementation plans, which may include project schedules, project plans, benchmark metrics, communication guidelines etc.
Ensures the organisation of files are stored only in the CX shared drives
Responsible for any external-related communication
Schedule a weekly, fortnightly, or monthly team meeting with the clients
Project Plan, TED, and training monitoring are updated at all times
Review and analyze KPIs and SLAs performance metrics and provide daily, weekly, or monthly reports
Send NPS quarterly survey to client
Ultimately responsible for checking on the team’s performance i.e. overloaded/underloaded
Review and conduct annual performance reviews of associates/ Team Leads
Responsible for updating skills and salary matrix when necessary
Conduct and document monthly catch-ups with Team Leads
Review monthly eNPS report
Responsible for the team’s engagement ie. attendance in company activities, surveys, etc
Know and comply with the company’s health and safety procedures and directions to ensure duty of care is exercised both for one's health and safety and that of colleagues.
Contribute to participative arrangements for the management of occupational health and safety.

RequirementsWe would need you to be or have the following:

At least 5 years of Client Relations, Business Development, and Process & Systems Development experience or similar
Proficiency with Microsoft Office, GSuite and other computer applications
Experience in documenting workflows and processes
Experience in constant client engagement and communication
Must have undergone basic phone customer service training and workshops
MBA & above or equivalent supervisory or management experience

It would be awesome if you are or also have:

Outstanding interpersonal skills
Strong initiative skills, working both independently and as part of a team
Excellent skills in teamwork, leadership and communication
Aggressive strategist with proven ability to close deals via strong and persuasive closing skills
Strong attention to detail and accuracy
Ability to work efficiently on simultaneous assignments under tight deadlines with minimum supervision
Professional self-starter, high level of motivation, customer empathy and ethics
Strong analytical and reasoning abilities
Demonstrated success in building trust and maintaining long-term relationships
Ability to collect and analyze data, draw conclusions, and make actionable recommendations

BenefitsBe a part of the Smartsourcing crew 😄!Smartsourcing was born with the purpose of changing people’s lives. Our goal is not only to make sure businesses grow and succeed but also, that you love where you work and thrive. We recruit, train, and support you and provide great benefits. We take pride in the fact we are an award-winning organisation, hailed as one of the best employers and workplaces in Asia as seen on and .Here’s why we think you’d love working at Smartsourcing…At Smartsourcing, we’re all about fostering a positive work environment for you. We’re always looking for folks who are unafraid to be their absolute authentic selves because we value diversity and inclusion.We’re proud to be a certified Great Place to Work. We believe that we can expect the best out of you only when you're happy with where you work and what you do. This is why It is so vital for us that you have a healthy work-life balance.Some of our company perks include:

💰 Above-industry salary package
🌞 Day Shift
😊 Fixed weekends off
👩‍⚕️ HMO coverage for you and your dependent/s after one (1) month
😋 Free lunch every day
☕ Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
⛹️ Sports wellness clubs including free-diving
🏋️ Subsidized gym membership at Anytime Fitness
✈️ Travel opportunities to Australia
🙌 Exclusive discounts in selected restaurants and merchants
And so much more!

Smartsourcing