Customer experience specialistPILMICO

Company Description
PILMICO FOODS CORPORATION, the food and agribusiness subsidiary of Aboitiz Equity Ventures, is considered as one of the largest flour milling companies in the Philippines. We are primarily engaged in the manufacture of wheat flour and wheat by-products and have been ranked among the top three domestic flour producers in terms of sales.
We import both soft and hard wheat, the primary raw material for our products, from the United States and Canada. All our flour products are fortified with Vitamin A and Iron, and certified with Halal and Sangkap Pinoy seal. Through our Research and Training facilities located in Luzon and Mindanao, we also offer technical services and bakery trainings to meet the needs of our stakeholders.
Our products are distributed all over Philippines through distributors and dealers. We have also expanded the reach of our flour products to the ASEAN region, exporting to countries like: Vietnam, Thailand, Malaysia, Myanmar and Hongkong.
True to our brand promise​ of being​ Partners for Growth, we advance our business and communities by providing business solutions and building partnerships for growth.
Job Description
The Customer Experience Specialist is expected to work with the segment assigned to them with an aim at analyzing the various customer expectation defects in processes, tools, systems, interactions, platforms, and behavior. He/She is expected to create Customer Journey Maps for each customer type. He/She is also expected to work with various internal contacts in creating various customer personas. Her/His responsibility includes listening to and understanding the customers basic individual needs and creating & implementing tailored services. He/She must identify opportunities for service quality deliveries and develop agreements and plans. He/she must work with the Service Quality Analyst in extracting voices of the customers (VOC) and create meaningful and actionable plans to address the gaps. He/She also must suggest required training courses to the Service Quality Analyst that will address the behavioral and cultural transformation of 1FG employees.
Duties and Responsibilities
Working side by side with internal contacts, the Customer Experience Associate must partner with relevant stakeholders in defining a clear customer journey landscape. They will ensure and maintain comprehensive end-to-end customer journey maps that incorporate customer interactions, experiences, and opinions. The Customer Experience Associate will review and monitor the customer experience with the aim of enhancing the segment's systems and processes.
Key duties and responsibilities includes but are not limited to:
Developing insights and analytics around customer behavior, definition, demographics etc to build segmentation and a more tailored approach to engagement.
Implementing programs that test concepts and hypotheses that will lead to improved customer experience.
Identify opportunities for improvement in the development of customer and employee experience.
Work with stakeholders across the business to review and drive the end to end customer experience, including the development of new services.
Establish programs that will both determine successful impacts of these customer experiences and measure progress.
Lead the implementation and adaptation of an Agile delivery methodology in all processes, steps, procedures, project implementations.
Lead the Customer Journey development throughout the five stages: Understand, Engage, Agree, Go, Review;
Work with managers to ensure the Customer Journey aligns with organizational structure & intent.
Review feedback loops in each stage of the Customer Journey to ascertain customer satisfaction and our ability to meet customer needs.
Develop and participate in the tracking of customer outcome measurements of satisfaction and performance and report on progress.
Provide day-to-day professional advice and support to stakeholders regarding the Customer Experience.
Engage in consultation with relevant stakeholders on issues associated with the success of customer experience projects and recommended improvements.
Role model customer centric behavior and be an advocate for positive change whilst working fluidly supporting the Agile delivery methodology.
Contribute to the development of a customer centric culture, new service development and improved experience including customer conversion and retention.
Support the development of the skills and competence of the Customer Group across the business in relation to the Customer Journey, its process and practices.
Assist in the development and delivery of customer service training and new service propositions for customer facing employees.
Recommend alternate methods and ways of thinking to create value for customers, the business and their nominated entities.
Review and report on relevant internal and external data to inform ongoing customer experience decisions and ensure best practice transfer.
Research proposed changes to relevant laws, practices or regulations that could potentially affect the business in regards to Customer Experience, and make recommendations.
Coordinate qualitative and quantitative research that measures the full Customer Experience journey. Report findings and recommend changes to Customer Experience.
Work with the Customer Experience Leadership to support the business to implement insights from the customer journey.
Provide high level analysis and reporting on Customer Experience matters and trends across the organization.
Follow 1FG's policies and procedures and identify opportunities for continuous improvement
Food Safety:
Complies with quality, Halal, health and food safety policy, standards and regulations of the company.
Responsible for reporting problems related to Halal, food safety & quality management system to identified authorities.
Other Tasks:
Actively participate in all company programs and activities under quality improvement, safety & security, sustainability, corporate social responsibility, risk management etc.
Performs other tasks as may be assigned by the team leader.
Qualifications
Education:
Bachelor's Degree in Any Course
Experience:
Customer Service Experience in a BPO Industry
Exposure to Customer Interactions (F2F, Phone, Chat Email, etc)
Licenses:
Training and/or certifications related to Customer Service/Experience is a plus
Other Requirements:
Project Management
Business Process Management
Have a suitable home set up including internet access
Additional Information
● Ability to prioritize and has attention to detail, thorough in completing work tasks
● Has great focus on accuracy, completeness, and value-add for assigned tasks which leads to providing excellent customer experience
● High aptitude for learning and champion in effective collaboration
● Excellent interpersonal and communication skills - verbal and written are required.
● Deadline oriented and ability to multi-tasks
● Independent / flexible problem solver
● Customer service focused personality
● Excellent written and oral communication skills
● Proficient computer software and data processing skills (MS Excel, Gsheet, Power BI, Oracle)
● Must be hard working and analytical
Pilmico

Central Visayas
Permanent
Full-time