Customer Experience Manager
Makati, National Capital Region
Posted over 30 days ago
- Company:
- Quess Philippines Corp.
- Company Description:
- Quess Corp Limited (Quess) is India’s leading business services provider, leveraging our extensive domain knowledge and future-ready digital platforms to drive client productivity through outsourced solutions. We provide a host of technology-enabled staffing and managed outsourcing services across processes such as sales & marketing, customer care, after-sales service, back office operations, telecom operations, manufacturing operations, facilities and security management, HR & F&A operations, IT & mobility services, etc. Our passion for delivering exceptional services, augmented by proprietary digital platforms, has strongly established our credentials as India’s largest employer in the private sector and the biggest integrated business services provider in the country. With 550,000+ employees spread across 9 countries, we serve over 3,000 clients. We are proud to achieve this success as a 15-year old start-up. PURPOSE To build a leading institution that drives productivity for clients by outsourcing and optimising their key business processes and to be the preferred firm for employees, customers and investors alike A core value driving our business is constantly making the workforce more productive. Our business strategy is aligned with this, including training and skill development for better employability, helping job seekers easily find employment opportunities, digitising workflows, and providing social security benefits to a wider employable population. Established in 2007 and headquartered in Bengaluru, Quess today has an unmatched geographic presence and scale with more than 96 offices across India, South East Asia, North America and the Middle East, backed by technology intensity and domain specialization to create exceptional service experiences.
- Contract Type:
- Full Time
- Experience Required:
- 3 to 4 years
- Education Level:
- Bachelor’s Degree
- Number of vacancies:
- 1
Job Description
- Work onsite
- Shift: 9 AM - 4 PM
- Location: 6/F ODC International Plaza, 219 Salcedo St. Legaspi Village, Makati City 1229
Seeking a dynamic and proactive Customer Experience Manager with a strong customer focus, capable of delivering outstanding customer experiences to join bank.
In this role, you will work with clients to understand their customer needs, provide strategic recommendations, and design and implement customer-centric solutions that drive customer satisfaction and improve business results.
Some specific responsibilities for this position:
· Oversee all Contact Center operations, including but not limited to reporting, team performance evaluation, call analysis, communications, quality control, lead, and complaint management.
· Manage all CRM functions and activities, ensuring efficient customer communications, quality services, and timely resolution of complaints. Provide hands-on support for client requests and guide the teams in resolving issues effectively.
· Contribute to the enhancement and development of customer journey, processes, policy handbooks, and SLA’s to optimize and deliver an outstanding customer experience.
· Monitor and escalate SLA violations in complaints, collaborating with department heads to resolve grievances and maintain consistent customer service and satisfaction.
· Supervise and manage daily workflows within the Contact Centre and CRM front team, fostering a smooth and efficient operation.
· Collaborate with the finance team on customer collections and resolution of default cases for off-plan units.
· Generate and track Customer Satisfaction Surveys at various milestones of the customer journey.
· Collaborate with cross-functional teams as needed for process improvement and involvement in new business areas.
· Working with all teams as and when required for process improvement or any new areas of the business.
· Prepare comprehensive weekly and monthly reports covering Contact Center activities, services, resales, complaint management, defaults, and collections, etc.
Requisite Qualification, Education, and experience
· To be successful in this role, you will need to have a Bachelor’s degree or equivalent, with atleast 5 years of experience in customer service, customer relations and team management, preferably in the Real Estate environment.
· Must be proficient in English with excellent verbal and flawless written communication skills.
· Proactive and customer-focused with the ability to address client needs effectively with a commitment to providing exceptional customer service.
· Additionally, excellent organizational and time management skills is a must along with expertise in Salesforce.
- Salary:
- ₱120,000.00 Monthly
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