Hi! We're Smartsourcing, looking for a Customer Experience Manager who can work with us full-time and on-site!Where? Crown 7 Business Centre, Pope John Paul II Ave, Cebu City, CebuAs a Customer Experience Manager,You will be the focal point for the successful implementation of our client's extension office in Cebu, project plans, client-specific training, processes, procedures, and meeting timelines. You will have to ensure that all required KRA's/KPIs are followed and achieved. You will also be responsible for organizing and coordinating office operations and procedures to ensure organizational effectiveness and efficiency between the clients and the Cebu team.
Some of the things we expect you to do are to:Draft the Master Services Agreement (MSA)Attend Intro meetings with the Managing Partner and prospective clientsDocument minutes of the meeting and identify key action items (What, Who, When)Draft the Position Description (PD) based on the recruitment requirement/s of the clientDraft the Job Order (JO) based on the number of role/s the client wants to fillReview the screened endorsements from Talent Acquisition and conduct interviewsSend the endorsement to clients for final interviewsSend weekly recruitment updates to clientDraft a project plan to document the end-to-end processAssist clients with identifying the KPIs and SLAs per taskIdentify the low-hanging fruit to start with training in a Project Sprint formatCommence content development for the Talent Education and Development (TED) system, including:Undertaking observation of your processes (Video Tutorial)Documenting processes and identifying system requirements (software/hardware)Document process flowsDraft an account handbook that documents the initial discovery i.e. industry, office history, onshore team's focal person, tasks, toolsDraft training planLiaise with the Information Management team for ServiceDesk and PowerBI set-upSpearhead and oversee the development and execution of training plans; monitor the completion, progress and effectiveness of each client-specific trainingWork with clients and (or) project champions to ensure training documentation is accurate and updated for traineesLead in the development and delivery of training materials to traineesProvide weekly training updatesResponsible for drafting and sending monthly invoices to clientsFollow-up and collect payment arrearsCoordinate with the clients about any attendance issuesAssist in providing the Leadership Group and/or clients with updated implementation plans, which may include project schedules, project plans, benchmark metrics, communication guidelines etc.Ensure the organisation of files are stored only in the CX shared drivesResponsible for any external-related communicationSchedule a weekly, fortnightly, or monthly team meeting with the clientsProject Plan, TED, and training monitoring are updated at all timesReview and analyze KPIs and SLAs performance metrics and provide daily, weekly, or monthly reportsSend NPS quarterly survey to clientUltimately responsible for checking on the team's performance i.e. overloaded/underloadedReview and conduct annual performance reviews of associates/Team LeadsResponsible for updating skills and salary matrix when necessaryConduct and document monthly catch-ups with Team LeadsReview monthly eNPS reportResponsible for the team's engagement i.e. attendance in company activities, surveys, etc.Know and comply with the company's health and safety procedures and directions to ensure duty of care is exercised both for one's health and safety and that of colleagues.Contribute to participative arrangements for the management of occupational health and safety.We would need you to be or have the following:At least 5 years of Client Relations, Business Development, and Process & Systems Development experience or similarProficiency with Microsoft Office, GSuite and other computer applicationsExperience in documenting workflows and processesExperience in constant client engagement and communicationMust have undergone basic phone customer service training and workshopsMBA & above or equivalent supervisory or management experienceIt would be awesome if you are or also have:Outstanding interpersonal skillsStrong initiative skills, working both independently and as part of a teamExcellent skills in teamwork, leadership and communicationAggressive strategist with proven ability to close deals via strong and persuasive closing skillsStrong attention to detail and accuracyAbility to work efficiently on simultaneous assignments under tight deadlines with minimum supervisionProfessional self-starter, high level of motivation, customer empathy and ethicsStrong analytical and reasoning abilitiesDemonstrated success in building trust and maintaining long-term relationshipsAbility to collect and analyze data, draw conclusions, and make actionable recommendationsBe a part of the Smartsourcing crew!Smartsourcing was born with the purpose of changing people's lives. Our goal is not only to make sure businesses grow and succeed but also, that you love where you work and thrive. We recruit, train, and support you and provide great benefits. We take pride in the fact we are an award-winning organisation, hailed as one of the best employers and workplaces in Asia as seen on Great Place to Work and HR Asia.
Here's why we think you'd love working at Smartsourcing…At Smartsourcing, we're all about fostering a positive work environment for you. We're always looking for folks who are unafraid to be their absolute authentic selves because we value diversity and inclusion.
We're proud to be a certified Great Place to Work. We believe that we can expect the best out of you only when you're happy with where you work and what you do. This is why it is so vital for us that you have a healthy work-life balance.
Some of our company perks include:Above-industry salary packageDay ShiftFixed weekends offHMO coverage for you and your dependent/s after one (1) monthFree lunch every dayFree coffee every day (latte, americano, or cappuccino) made by our in-house baristaSports wellness clubs including free-divingSubsidized gym membership at Anytime FitnessTravel opportunities to AustraliaExclusive discounts in selected restaurants and merchantsAnd so much more!
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