Customer Experience Manager

Job Summary

Location: Head Office, Pasay City

Work Type: Full-Time

Division: Digital Marketing Technology

Job Description

• Ensure proper execution of brand presentation and compliance with the branding policy.
• Develop and implement customer care standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Spearhead the training of all members of the organization on customer-centric approaches and best practices to foster a customer-obsessed culture throughout the organization.
• Conduct monthly contact center quality assurance (QA) to ensure compliance with customer care standards and guidelines.
• Collaborate with Customer Care Manager to ensure that all customer communications are responded to correctly and on time, i.e., according to the set service level agreement (SLA).
• Work hand-in-hand with Customer Care Manager to ensure that al...