Associate manager for customer experienceSmartsourcing

Hi! We're Smartsourcing, and we're looking for an Associate Manager for Customer Experience who can work with us full-time and on-site!
Where?📍 Crown 7 Business Centre, Pope John Paul II Ave, Cebu City, Cebu
Be a part of the Smartsourcing crew 😄!
Smartsourcing was born with the purpose of changing people's lives. Our goal is not only to make sure businesses grow and succeed but also, that you love where you work and thrive. We recruit, train, and support you and provide great benefits. We take pride in the fact we are an award-winning organisation, hailed as one of the best employers and workplaces in Asia as seen on and .
Here's why we think you'd love working at Smartsourcing...
At Smartsourcing, we're all about fostering a positive work environment for you. We're always looking for folks who are not afraid to be their absolute authentic selves because we value diversity and inclusion.
We're proud to be a certified Great Place to Work. We believe that we can expect the best out of you only when you're happy with where you work and what you do. This is why it is so vital for us that you have a healthy work-life balance. Some of our company perks include
💰 Above-industry salary package
🌞 Day Shift
😊 Fixed weekends off
👩‍⚕️ HMO coverage for you and your dependent/s after one (1) month
😋 Free lunch every day
☕ Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
🏋️ Subsidized gym membership at Anytime Fitness
😊 Paid leaves
And so much more!
Sidenote, we're looking for volleyball players to join our team!
As an Associate Manager for Customer Experience,
You will be reporting directly to one of our CXM (Customer Experience Managers) and providing full support in the successful implementation of the end-to-end processes of the department. You will need to ensure that all required KRAs/KPIs are followed and achieved. You will also serve as the successor of our Customer Experience Manager in the event they are not available.
Some of the things we'd expect you to do are to...
Meet prospective clients and represent the Smartsourcing brand
Draft and maintain the project plan of our client's end-to-end business and review it with the CXM
Prepare the required documents for our clients to get started
Help induct any new hires to their team
Complete daily checks and performance metrics
Draft agenda for meeting for client meetings, team meetings, and one-on-one catch ups
Prepare and send the meeting notes and action items
Help create case resolutions for issues
Ensure all documents are version-controlled
Ensure 100% completion of all company surveys and requirements needed
Draft the weekly and/or monthly reports required by clients for CXM's review
Help with Customer Experience Manager's reports
We would need you to be or have the following...
At least 3 years of Client Relations, Business Development, and Process & Systems Development experience or similar
Proficiency with Microsoft Office, GSuite and other computer applications
Experience in documenting workflows and processes
Experience in constant client engagement and communication
Must have undergone basic phone customer service training and workshops
MBA & above or equivalent supervisory or management experience
Experience in preparing reports and other similar documents
Experience in handling information requests and directives
An understanding of relevant policies, requirements, and procedures of outsourcing companies
Also, it would be awesome if you are or have the following...
Outstanding interpersonal skills
Strong initiative skills, working both independently and as part of a team
Excellent skills in teamwork, leadership and communication
Aggressive strategist with proven ability to close deals via strong and persuasive closing skills
Strong attention to detail and accuracy
Ability to work efficiently on simultaneous assignments under tight deadlines with minimum supervision
Professional self-starter, high level of motivation, customer empathy and ethics
Strong analytical and reasoning abilities
Demonstrated success in building trust and maintaining long-term relationships
Ability to collect and analyze data, draw conclusions, and make actionable recommendations
Smartsourcing

Cebu City, Cebu
Permanent
Full-time