Customer Experience Manager

CAPEX; Pasay; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

A logistics and customer service firm located in Metro Manila is seeking a Customer Service Manager to ensure brand compliance and develop exceptional customer service standards. The ideal candidate will have at least 3 years of relevant experience and proficiency in customer experience tools and software. Responsibilities include conducting quality assurance audits and leading training initiatives to foster a customer-centric culture. Opportunities for growth and participation in community events are also part of the role.

Qualifications

• Minimum of 3 years of experience as a Customer Service Manager.
• Ability to develop and implement customer care standards.
• Experience with quality assurance in customer service.
• Knowledge of editing/graphics tools (Adobe Creative Cloud, Figma, among others).

Responsibilities

• Execute brand presentation and compliance with branding policy.
• Train team members on customer-centric approaches.
• Conduct monthly quality assurance audits.
• Conduct monthly QA of the contact center to ensure standards compliance.
• Collaborate with Customer Care Manager on timely responses according to SLA.
• Oversee and guide Creative Designers for branding, marketing collaterals, and UI/UX designs with related departments.
• Plan and conduct CSAT and NPS surveys and analyze results for improvements.
• Recommend customer engagement and loyalty programs based on surveys.
• Coordinate all public relations activities and external events.
• Ensure CSR events are executed on time.
• Monitor KPIs related to CX, retention, loyalty with regular reporting.
• Conduct monthly QA of internal and external digital touchpoints for CX.
• Implement company and division policies and evaluate CX team performance.

Skills

Customer experience tools and software proficiency

Knowledge in Adobe Creative Cloud and Figma

Strong customer service skills

Data analytics skills

Adobe Creative Cloud

Figma

Education

Bachelor’s degree in relevant field

Tools

Adobe Creative Cloud

Figma

CSAT tools

NPS software

CRM platforms

Data analytics software

Job description

On-site - Pasay 3-5 Yrs Exp Bachelor Full-time

Job Description

JOB REQUIREMENTS

• Graduate of bachelor’s degree in Business Administration, Marketing, Business Management, Advertising, Communications, or other courses related to the position
• With a minimum of 3 years of solid experience in the same position or as a Customer Service Manager
• Proficiency in using customer experience tools and software such as customer feedback management systems, CSAT tools, NPS software, CRM platforms, and data analytics software
• Knowledgeable in various editing and graphics software or tools such as Adobe Creative Cloud, Figma among others

JOB DESCRIPTION

• Ensure proper execution of brand presentation and compliance with the branding policy.
• Develop and implement customer care standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Spearhead the training of all members of the organization on customer-centric approaches and best practices to foster a customer-obsessed culture throughout the organization.
• Conduct monthly contact center quality assurance (QA) to ensure compliance with customer care standards and guidelines.
• Collaborate with Customer Care Manager to ensure that all customer communications are responded to correctly and on time, i.e., according to the set service level agreement (SLA).
• Work hand-in-hand with Customer Care Manager to ensure that all customer complaints and feedback are resolved according to set service level agreement (SLA).
• Oversee and guide the Creative Designers in the creation of all branding and marketing collaterals, as well as the development of UI/UX designs for all digital touchpoints, in collaboration with the Demand Generation Department and the Business Intelligence Department.
• Spearhead the conduct of quarterly customer satisfaction surveys (CSAT) and semi-annual net promoter score surveys (NPS).
• Analyze the results of the conducted surveys and recommend programs and improvements.
• Recommend customer engagement and loyalty programs based on current market trends and based on customer demand as derived from the surveys conducted.
• Coordinate all public relations activities.
• Plan and ensure proper execution of external or customer-related events of the company.
• Ensure on-time execution of planned Corporate Social Responsibility events of the company.
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to the DMT Deputy Division Head, Division Head, and other stakeholders.
• Conduct monthly quality assurance of all internal and external digital touchpoints to ensure customer experience across all platforms.
• Implement both company and division’s policies.
• Monitor, and evaluate Customer Experience (CX) Associate.
• Ensure on-time completion of all training programs of its team members.
• Perform other tasks that may be assigned to him by his superior.

Working Location

CaPEx - Cargo Padala Express | Domestic Branch. Bldg 9A, Salem International Commercial Complex, 191 Domestic Rd, Pasay City, 1301 Metro Manila, Philippines