client experience specialist (cxs) - mid shift - 1pm to 10pm - Work from HomeFiltaGlobal

You choose how you work - WFH, Office or hybrid!
Salary + laptop + perks including additional annual leave based on long term tenure, short- and long-term company & individual incentives
Work for an international company that saw 300% growth in 2020 and 2021!
The Company
At Filta, we're all about finding the best talent in the Philippines & Colombia and pairing them with the best businesses in Australia, New Zealand, the United States, Canada and the United Kingdom.
Specialising in eCommerce and Digital Marketing, we are building a reputation as a place where great people can work within a supportive environment and gain international market exposure with businesses doing amazing things in the international market.
If you haven't yet, go check us out - www.filtaglobal.com and facebook.com/filtaglobal - to see what we are about.
The Role
We are looking for a Client Experience Specialist (CXS) who will be responsible for all aspects of the Filta Client Experience. At Filta, our mission is to find and hire (full time) the very best Filipino talent for our clients - most of whom are very fast-growing, global eCommerce and digital marketing agencies.
Being the first point of contact for clients, the CXS will be required to provide a world-class client experience through high touch points, genuine care, and a hands-on approach to expectation setting, problem resolution, escalation management, feedback delivery and client support.
Key Responsibilities
New Employee Onboarding
Organise and participate in initial client meetings to understand client workflows, culture, hot buttons, etc
Become the key POC upon hand-over from Sales Team to Experience Team
Organise and participate in onboarding meetings between the client and key internal stakeholders including but not limited to:
Management Team(FMT)
Talent AcquisitionTeam(TAT)
Finance Team
Experience Team
Oversee all aspects of client onboarding, including but not limited to:
Client setup on the appropriate Filta systems
Setting client expectation in relation to regular strategic meetings, employee check-ins, etc
Keeping the client informed at every step through the employee onboarding process
Coordinating with the Filta Procurement Specialist and Financial Controller to order equipment where necessary
Scheduling Client Cultural Training
Providing a conduit between the client and the relevant Filta department to ensure all client requirements are answered and/or completed prior to an employee's commencement.
Day to Day Client Management
Oversee a portfolio of different clients.
Create and complete regular, scheduled check-in meetings with clients to ensure all questions and concerns are dealt with.
Create and complete regular (quarterly) client strategy meetings to ensure you understand the client's existing staffing issues and provide a strategy for the following period.
Work closely with the Employee Experience Specialist (EXS) to gather employee feedback and provide that back to the client, with a strategy to repair or improve productivity and wellbeing if required.
Participate in Employee Reviews where required.
Ensure the client is up to date with any value-added options or services to help their employees, team culture, etc. This includes but is not limited to:
Training course (Filta supplied or otherwise)
Filta staff activities
Industry-specific conferences
Meetups or other peer-driven events
Meet Filta agreed Service Level Agreements (SLAs) in relation to response times, escalation processes, issue resolution, etc.
Work closely with clients to ensure they are providing their staff adequate feedback via the correct channels, and they understand the challenges faced by their staff.
Monitor all staff and client feedback to identify any issues and proactively provide the client solutions before the performance or cultural issues escalate.
Consult to the client to ensure they are adhering to offshore staffing best practice as well as abiding by DOLE labour laws.
Manage any changes to client account (including but not limited to):
Employee Promotions/Title Changes
Salary Increases
Resignations/Terminations/Redundancies
Productivity Improvement Programs
Work with clients to remind them and assist with actioning any regularisation, birthday, anniversary, etc gifts or celebrations.
Work with clients to manage Public Holiday work schedules.
Ensure all Filta systems are up to date with client information ascertained from check-ins and strategy meeting.
Work closely with other Filta departments to ensure client requests, concerns, growth are actioned in a timely manner and in line with Filta's vision, mission and values.
Provide Filta Management with regular reports outlining (including but not limited to):
Client Performance
Client Staff Attrition
Client Relationship Strength
Client Updates
Client Challenges
Client Strategic Plan
Expected Client Growth
Manage client offboarding processes (including Client Offboarding Interviews) to understand why a client is leaving.
Manage day to day Client Communications, Notifications or Memos.
Perform ad hoc tasks that may be assigned from time to time.
Required Personal Attributes
Exceptional interpersonal skills -both written and verbal.
Exceptional ability to build rapport and trust quickly with clients.
High attention to detail.
Natural problem solver.
Natural inclination to move quickly and make things happen.
A natural leader who can take charge and lead with confidence.
Strong time management and multi-tasking skills.
Required Skills
Experience in a Client Experience or Operations role within a BPO, Advertising Agency, Staffing, or similar organisation.
Experience working within an ultra-fast paced environment.
Experience working daily with multiple international clients at one time.
High-level understanding of HR/labour laws and how they affect international organisations hiring Filipino talent.
Along with a dynamic environment where everybody is highly motivated and engaging, you will get the following benefits for being part of the Filta family:
Benefits
HMO for yourself and one dependent within the first month.
20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularisation).
Perks
Monthly social activities paid by the company - such as a watercolour workshop, board games, laser tag, escape room, team dinner, etc.
30 minutes early out Fridays (after regularisation, upon completing all your tasks for the week, and if you are on time during the week).
Birthday paid Leave
Laptop + internet allowance
Birthday cake on your birthday.
Opportunity to be nominated for our quarterly award - the annual winner will receive a MAC laptop for their personal use
Company perks relating to your role such as free tickets to meetups, conventions, conferences, etc.
Additional annual leave based on long term tenure.
Short- and long-term company incentives to promote camaraderie and teamwork.
Opportunity to attend our Saturday digital events (6 annually) exposing you to the e-commerce ecosystem in Manila.
Shift Time:
1:00 PM to 10:00 PM Monday to Friday.
How To Apply
If this sounds like you and you are ready to take the next step in your career, do not hesitate to get in touch and become a part of the #FiltaFam!
Click the Apply button, attach your CV, and complete the questionnaire!
As this is an urgent requirement, if you want to fast track your application, please email Ires Salandanan at [Protected Info]
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FiltaGlobal

Manila City, Metro Manila
Permanent
Full-time