Customer Experience Manager
Kimstore Enterprise Corp.
Quezon City, PH
1d ago
source : Workbank

The Customer Experience Manager is responsible for developing and implementing strategies to optimize, improve customer relationship, dedication, and satisfaction.

DUTIES AND RESPONSIBILITIES :

  • Guide and direct the activities of Customer Experience Representatives to ensure their interactions with clients reflects positively on the company.
  • Provide quick response to client inquiries and questions using social media platforms as an avenue for prompt resolution of customer issues.
  • Oversee the hiring and training of Customer Experience Representatives to ensure an effective workforce.
  • Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
  • Integrate Customer Relationship Management (CRM) and financial data with social media data in order to maintain a consolidated customer account.
  • Liaise with Marketing and Sales for data analytics and develop programs effective for improved customer experience.
  • Monitor the activities of Customer Experience Representatives to ensure compliance with set standards of courtesy and professionalism
  • Utilize CLM and CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement.
  • Conduct research to identify more personalized methods of product marketing / sales.
  • Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
  • Organize training programs for Customer Experience Representatives in order to update their job knowledge and enhance their skills
  • EDUCATIONAL ATTAINMENT REQUIREMENTS : Bachelor’s degree in business administration, management studies, or in a related discipline.

    EXPERIENCE REQUIREMENTS : At least 5 years experience in the field of Customer Service or Marketing

    QUALITIES REQUIRED :

  • Strong leadership skills
  • Excellent communication skills, both oral and written
  • Excellent Customer Service Skills
  • Proficient in the use of social media and job boards
  • Well-organized
  • A leader and strategic thinker
  • Results driven
  • Computer savvy
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