Customer Experience Manager

Job Description

At Emapta, saying 'We're a Family' means we're also your second home at work, and our ratings prove it!
4.5 GLASSDOOR RATING

4.5 FACEBOOK RATING

93% CANDIDATE REFERRAL

Our goal is to build your local careers with global impact, so you can achieve your ambitions and full potential without the need to work abroad.
Build relationships with key client staff and customers

Create action plans to support customers' business needs

Schedule regular meetings and business reviews with customers to ensure they are satisfied with the services of EMAPTA and have a positive overall experience

Act as point of contact for requestor complaints and escalate issues as appropriate

Ensure both the company and clients adhere to contract terms and labor laws

Coordinates the involvement of other departments, Growth, Marketing, Recruitment, Finance, Human Resources, IT, Customer Enablement, Customer Engagement, and Executive Management, in order to meet account performance objectives, customers' expectations,and address client staff concerns

Lead and supervise the site Internal Service Delivery Team(ISDT) to ensure positive experience in the daily interactions with the customer and their staff

Adhere to acceptable First Response Time and Average Handling/Resolution Time

Responsible for maintenance of seat allocation/utilisationreport10.Spearheadinvoice review initiatives with ISDT by reviewing invoice impacting data sets weekly to achieve 100% invoice accuracy

**Job Description**:
At Emapta, saying "We're a Family" means we're also your second home at work, and our ratings prove it!
4.5 GLASSDOOR RATING

4.5 FACEBOOK RATING

93% CANDIDATE REFERRAL

Our goal is to build your local careers with global impact, s