Customer Experience Lead: Omni-Channel & CX Improvement

TRANSNATIONAL DIVERSIFIED GROUP, INC.; Taguig; Hybride; PHP 900 000 - 1 400 000; Plein temps

Résumé du poste

The EVOxCharge Customer Experience Lead will design and manage the end-to-end customer support experience across platforms, leading support operations and defining service standards. You will monitor CX metrics, drive improvements, and work with cross-functional teams to resolve incidents and optimize user satisfaction.

Candidates should have 3–5 years in Customer Experience or related fields, strong communication skills, and experience with ticketing systems and knowledge bases.

Qualifications

• Bachelor's degree in a related field as listed.
• 3–5 years in Customer Experience or Service Operations.
• Experience managing omni-channel support platforms and ticketing systems.
• Solid understanding of CS metrics, SLAs and workflows.
• Strong written and verbal communication, and stakeholder management.

Responsabilités

• Design and improve end-to-end customer support journeys across platforms.
• Lead omni-channel support operations and manage ticketing, chat, email and calls.
• Develop SOPs, SLAs, and service standards for timely resolution.
• Analyze customer feedback to drive product and process improvements.
• Monitor CX metrics and report insights to Management.
• Coordinate with Network Operations, Engineering and Field Teams during incidents.

Connaissances

CX management

Analytical skills

Process improvement

Stakeholder management

Cross-functional coordination

MS Office / Google Workspace

CRM knowledge

Formation

Bachelor's degree in Business Administration, Marketing, Communications, Operations, IT

Description du poste

The EVOxCharge Customer Experience Lead will design and manage the end-to-end customer support experience across platforms, leading support operations and defining service standards. You will monitor CX metrics, drive improvements, and work with cross-functional teams to resolve incidents and optimize user satisfaction.

Candidates should have 3–5 years in Customer Experience or related fields, strong communication skills, and experience with ticketing systems and knowledge bases.