Customer Delight Officer

JOB TITLE: CUSTOMER DELIGHT OFFICER CLASS OF POSITION: Rank & File
Supervisory
Managerial
Executive

REPORTS TO: MARKETING MANAGER
BUSINESS/WORK UNIT: EHI SALARY GRADE: PHP25,500 – PHP32,200
SUPERVISES: N/A ADDITIONAL PREMIUM: ANNUAL BONUS/

QUARTERLY INCENTIVE DEPENDING
ON PERFORMANCE EVALUATION

JOB SUMMARY

The Customer Delight Officer is responsible for ensuring exceptional customer experiences throughout all
touchpoints of the customer journey. They play a crucial role in building and maintaining positive relationships
with customers by addressing their needs, resolving issues, and exceeding their expectations. The primary
focus is on enhancing customer satisfaction, loyalty, and advocacy.

KEY RESULT AREA DUTIES, RESPONSBILITIES & OUTPUTS

FREQUENCY
Regula
r Occasional Periodi
c

Internal Customer
Delight

Customer Support
 Provides prompt and personalized support to
customers through various communication
cannels ( Phone, email, chat, social media, client
visitations, etc.)
 Address customer inquiries, concerns, and
complaints professionally and efficiently.
Relationship Management
 Building and nurtures strong relationships with
customers to understand their needs, preferences
and pain points of subsidiaries.
 Acts as the primary point of contact for key
customers and maintain regular communication to
ensure satisfaction.
 Customer Retention Rate: Track the percentage of
customers who continue to use the company's
products or services over time.
Issue Resolution:
 First Contact Resolution (FCR): Measure the
percentage of customer issues resolved during the
*

2

External Customer
Delight

initial contact.
 Provide a customer complaint handling,
compensation program and monitoring for all
Business Units.
 Collaborate with relevant teams within the
organization to expedite solutions and follow up
until resolution for a specific business unit.
Customer Satisfaction
 Create the right culture of communication and
feedback
 Cascading CSAT survey from quarterly
 Monitoring of CSAT Survey Form
 Collecting responses of CSAT survey form
 Reporting the total grade / result of CSAT per
Division with Action Plans from Division heads.
 NPS - Assess customer loyalty and likelihood to
recommend the company to others.

Customer Feedback:
 Analyze feedback to identify trends, areas for
improvement, and opportunities to enhance the
overall customer experience.
 Monitoring customer satisfaction levels and key
performance indicators.
 Customer Effort Score (CES): Assess the ease of
doing business with the company from the
customer's perspective.

Customer Engagement
 Develop and execute customer engagement
initiatives such as loyalty programs, exclusive
offers and personalized communications to
strengthen relationship and ensure client
saturation and expansion between companies.
*

TRAINING
DEVELOPMENT

Providing and attending training sessions:
 Stay updated on industry best practices and
customer service trends.
 Participate in training sessions to enhance skills
and knowledge related to the role.

*

3

DATA
DEVELOPMENT

Data Development
 To collect data on consumers, competitors and
consolidating information into actionable items,
reports and presentations
 Maintain accurate and up-to-date customer
records and interaction in the customer
relationship management system.
 To interpret data, formulate reports and make
recommendations.
Providing of the monthly reports for each Business Units
(EHI, EMI, ETMC, ESEI)
 Quarterly Reports of results of Internal CSAT with
recommended actionable items discussed with the
division head.
 Maintain records of External Feedback report in
collaboration with customer delight officers for
each business units.

*

COMPETENCY REQUIREMENTS

4

Behavioral
Competencies

 Problem Solver and Critical Thinker Mindset
 Entrepreneurial Spirit
 Leadership Skills
 Integrity, Respect and Excellence
 Strong Work Ethic
 Interpersonal Skills
 Highly Organized
 Excellent Communication Skills
 Meticulous Attention to Detail
 Motivation, Coaching, Mentoring
 Personal Effectiveness
 Adaptability
 Receptivity to Feedback
 Learning Agility
 Dedication to Lead
 Values Driven
 Conceptual Thinking
 Navigates Ambiguity
 Culture Fit
 Passionate about Customers/ Customer Delight

Technical
Competencies

 Proficiency in using CRM software to manage
customer interactions, track customer history,
and analyze data for insights into customer
behavior and preferences.
 Ability to effectively communicate with
customers across various channels such as
phone, email, live chat, social media, and in-
person interactions.
 Comfort with technology and the ability to
quickly learn and adapt to new software
platforms, tools, and systems used for customer
support and engagement.
 Basic understanding of data analysis principles to
interpret customer feedback, trends, and
metrics for decision-making and continuous
improvement of the customer experience.
 Thorough understanding of the company's
products or services, including features, benefits,
pricing, and technical specifications, to provide
accurate information and support to customers.
 Strong problem-solving abilities to identify root
causes of customer issues, propose effective
solutions, and follow through to ensure
resolution and customer satisfaction.
 Ability to identify inefficiencies in existing
processes and propose improvements to
streamline operations and enhance the overall
customer experience.
 Effective time management skills to prioritize
tasks, handle multiple customer inquiries

5

simultaneously, and meet service level
agreements (SLAs) for response and resolution
times.
 Proficiency in documenting customer
interactions, resolutions, and feedback, and
generating reports to track KPIs and
performance metrics.
 Understanding of quality assurance principles to
ensure consistency and accuracy in customer
interactions, adherence to company policies and
procedures, and compliance with regulatory
requirements.
 Ability to collaborate effectively with other
departments such as sales, marketing, product
development, and technical support to address
customer needs, share insights, and drive
customer-centric initiatives.
 Willingness to stay updated on industry trends,
best practices in customer service, and emerging
technologies to maintain a competitive edge and
deliver exceptional customer experiences.

Minimum
Qualification
Standards

 Bachelor's degree in business, marketing, or a
related field
 Strong understanding of sales processes,
strategies, and methodologies.
 Excellent communication skills (written and
verbal comms)
 Proficiency in marketing software and sales
analytics tools.
 Strategic thinking and problem-solving abilities.
 Ability to adapt to changing market conditions
and competitive landscapes.
 With 3-5 years Customer Experience in
corporate set up.