Customer Experience Manager
August 99, Inc
- Pasig, PhilippinesOrtigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippinesTELECOMMUTE
- Full timeFULL_TIME
Job closed.
Job Description
Our Customer Experience Manager will oversee and continuously improve the customer experience journey of our clients. You are expected to manage customer feedback and escalations, act as a liaison between sales and operations, and provide mentoring for account managers. This role requires a strategic and analytical individual with excellent communication and interpersonal skills.
What you'll do
- Customer Support
- Handle customer feedback and escalations, ensuring timely and effective resolution
- Act as a liaison between sales and operations teams, coordinating efforts to meet customer needs and expectations
- Provide training and support for account managers to ensure they are equipped to effectively manage customer relationships
- Continuously monitor and evaluate customer satisfaction levels
- Product Research
- Identify and implement strategies to improve customer experience
- Analyze customer data to identify areas for improvement
- Collaborate with other departments to ensure customer needs and expectations are being met
Key Performance Indicators
- Customer satisfaction: measured through customer surveys, public reviews and feedback, this metric aims to gauge how satisfied customers are with the overall experience they have had with the company.
- Net Promoter Score (NPS): This metric measures customers’ willingness to recommend the company to others, providing a measure of overall customer loyalty.
- Resolution time: The time it takes for a customer experience manager to resolve an issue or inquiry, this KPI helps to measure how efficiently the team is operating.
- Repeat customer rate: The percentage of customers who return to the company after their initial experience.
- Customer retention: The percentage of customers who continue to use the company’s products and services over a certain period of time.
- Cancellation rate: The percentage of customers who cancel their membership or service with the company, providing insight into areas where the customer experience may be falling short.
- Complaint rate: The number of complaints received from customers per month, which indicates areas where the customer experience may need improvement.
- Customer feedback: Gathering feedback from customer interactions and using this information to improve the overall customer experience.
Minimum Qualifications
- Proven experience in a customer service management role
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving skills
- Ability to work independently and handle multiple tasks simultaneously
- Experience with customer service software and tools
- Strong understanding of customer service best practices
- A bachelor's degree in a related field is preferred.
- Core competencies:
- Strong communication skills
- Interpersonal skills such as empathy and customer-focus
- Conflict management
- Analytic skills and decision making
- Time management and organizational skills
- Teamwork and collaboration
- Desire to learn
Perks and Benefits
- Work from Home
- Retirement Benefit Plans
- Special Leave Benefits for Women
- Single Parent Leave
- Paid Sick Leave
- Paid Bereavement/Family Leave
- Paid Holidays
- Paid Vacation Leave
- Maternity & Paternity Leave
Other
- Work remotely from anywhere in the Philippines
- Access to coworking spaces at Loft
- Monthly internet allowance for all employees
- Medical and health benefits including HMO coverage plus access to Company Doctor
- Paid leaves, mental health day, and holidays
- Retirement benefits
- Access to learning and upskilling via Udemy
- Opportunity to be paid in US dollars under one of our global brands
- Market-driven leveling and salary considering your skills, experience, and expertise
Required Skills
- Sales and Marketing Knowledge
- Judgement and Decision Making
- Business Development
- Customer Service
- Communication Skills
- Customer Research
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Often
- Office Address
- Ortigas Center, Pasig, Metro Manila, Philippines
About August 99, Inc
August 99 is a company of startups with 25 years experience and expertise in the world of tech and digital. We help other businesses succeed through the use of cutting-edge technology and innovative strategy. We also offer a suite of web-based digital products for clients world-wide: full web design, internet marketing, content creation, and app development.
Going beyond startups, we also believe in empowering individuals to excel in their chosen careers. August 99 fosters an exciting collaborative working environment that encourages our people to go beyond their job descriptions and achieve more. It’s all a part of our core values: dare something worthy, find your awesome, and earn your beef!
August 99 is part of Venture Studio 12 (VS12). Learn more about VS12 and its global companies and brands at vs12.com.