Regional Head of Customer Experience

Intrepid Asia; Mandaluyong; On-site; PHP 600,000 - 900,000; Full time

Job summary

Intrepid Asia is seeking a Customer Experience Lead to oversee daily updates of brand FAQs, ensuring accuracy in official answers. You will collaborate with the BI team to manage the chat traffic dashboard and serve as the SPOC for CX data across regions.

You will lead outbound chat/call initiatives, support regional CX projects locally, and monitor cross-country teams. You will deliver structured CX performance reports to internal and external stakeholders and analyze chat performance to drive

Responsibilities

• Lead the daily update process of each brand's FAQs spreadsheet to ensure quality in every official answer of the customer experience agent to the customers.
• Work closely with the Business Intelligence team in managing the chat traffic dashboard and be a SPOC (Single Point of Contact) related to customer experience data.
• Lead and strategise on outbound chat and/or outbound calling initiatives.
• Supporting Regional CX in executing and implementing Regional projects locally.
• Handle and/or monitor cross-country or multiple countries CX teams, if needed.
• Develop and deliver structured CX performance reports to internal/external stakeholders.
• Conduct regular analysis for team/brand/store chat performance to identify any process improvements.
• Any chat-related tasks which isn't mentioned above

Job description

• Lead the daily update process of each brand's FAQs spreadsheet to ensure quality in every official answer of the customer experience agent to the customers.

• Work closely with the Business Intelligence team in managing the chat traffic dashboard and be a SPOC (Single Point of Contact) related to customer experience data.
• Lead and strategise on outbound chat and/or outbound calling initiatives.
• Supporting Regional CX in executing and implementing Regional projects locally.
• Handle and/or monitor cross-country or multiple countries CX teams, if needed.
• Develop and deliver structured CX performance reports to internal/external stakeholders.
• Conduct regular analysis for team/brand/store chat performance to identify any process improvements.
• Any chat-related tasks which isn't mentioned above

#LI-DNI