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Jobs Customer Service

Customer Experience Officer

₱70,000.00(Negotiable)


Description
Price : ₱70,000.00(Negotiable)
Type : Offer
Date : February 17, 2019
Condition : New
Warranty : No
Location : Makati City, Metro Manila, Philippines

•Assist the Customer Experience Manager in developing and maintaining an end-to-end customer journey map that will provide the business with insight to the customer experience across our various distribution and servicing channels

•Partner with various internal teams to ensure the customer experience is always top of mind across various initiatives, including but not limited to:

•Product development process

•Sales process

•Customer service process

•Remote channel interaction flows

•Employ Design Thinking discipline when developing/reviewing customer-perceptible processes

•In partnership with Customer Insights and relevant internal teams, co-develop action plans in response to research and satisfaction survey findings. Track and report on progress and impacts of such plans.

•In partnership with HR and Training teams, implement workshops and similar initiatives aimed at building awareness of the customer experience, and championing a culture of service excellence & customer focus.

•Participate in Regional (Asia) projects in the area of client centricity and customer experience, as needed.

•Required Skills:

•3-5 years of experience in customer experience, service quality, process re-engineering, customer engagement or related function

•Highly analytical, creative and organized

•Strong project management skills; able to deliver multiple requirements on time

•Demonstrated leadership potential; able to influence others despite the absence of reporting relationships

•Flexible, results oriented and able to work in a fast-paced environment

•Very good oral, written communication and interpersonal skills

• Ability to interact with and influence people at all levels of the organization •Assist the Customer Experience Manager in developing and maintaining an end-to-end customer journey map that will provide the business with insight to the customer experience across our various distribution and servicing channels

•Partner with various internal teams to ensure the customer experience is always top of mind across various initiatives, including but not limited to:

•Product development process

•Sales process

•Customer service process

•Remote channel interaction flows

•Employ Design Thinking discipline when developing/reviewing customer-perceptible processes

•In partnership with Customer Insights and relevant internal teams, co-develop action plans in response to research and satisfaction survey findings. Track and report on progress and impacts of such plans.

•In partnership with HR and Training teams, implement workshops and similar initiatives aimed at building awareness of the customer experience, and championing a culture of service excellence & customer focus.

•Participate in Regional (Asia) projects in the area of client centricity and customer experience, as needed.

•Required Skills:

•3-5 years of experience in customer experience, service quality, process re-engineering, customer engagement or related function

•Highly analytical, creative and organized

•Strong project management skills; able to deliver multiple requirements on time

•Demonstrated leadership potential; able to influence others despite the absence of reporting relationships

•Flexible, results oriented and able to work in a fast-paced environment

•Very good oral, written communication and interpersonal skills

• Ability to interact with and influence people at all levels of the organization

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