Total 7 customer experience manager job vacancies in Pasay, National Capital Region

What will a normal day look like? 

Representing our client, you will act as the single point of contact for customers service, sales and support needs – taking every opportunity to delight and act with an ownership mentality through to end resolution. 

As a Customer Champion Consultant, you will handle a variety of interactions with customers including: 

• Sales Offers – Proactively offering sales campaigns and products during customer interactions 

• Service queries – listen to, understand, empathise, give guidance and solve it right, first time 

• New sale or service orders - ensure the new sales and service orders are accurate, the Customer expectation is aligned, the service is activated/changed at the agreed time and the customer’s bill is accurate and understood 

• Utility Support teams – Case manage all escalations which come through on a day-to-day basis and ensure they are solved to the satisfaction of all parties and within expected SLA 

It is all about world class service through every touchpoint. An eye on time management and agile ways of working is a must – moving to where the customers’ needs are within any given moment.  

This role will be 100% on site with a schedule that operates 24/7. 

Why work with TSA? 

• Attractive Salary Package of 27K + monthly incentives + HMO coverage with free dependent + Life Insurance Coverage 

• Options post training completion to work a 9-day fortnight 

• Our #TSAWays are what we are all about. Think of them as the vibe! 

• Join a company that promotes from within – work your way up and across the business 

• Comprehensive training, with ongoing coaching and development 

• A vibrant and rewarding recognition program - We love to celebrate our people!  

• We are proud of our fun, friendly and supportive team environment 

What will a normal day look like? 

Representing our client, you will act as the single point of contact for customers service, sales and support needs – taking every opportunity to delight and act with an ownership mentality through to end resolution. 

As a Customer Champion Consultant, you will handle a variety of interactions with customers including: 

• Service queries – listen to, understand, empathise, give guidance and solve it right, first time 

• Technical issues - diagnose the issue, resolve the issue in a timely manner and actively engage the appropriate utility support teams to help 

• New sale or service orders - ensure the new sales and service orders are accurate, the Customer expectation is aligned, the service is activated/changed at the agreed time and the customer’s bill is accurate and understood 

• Sales Offers – Proactively offering sales campaigns and products during customer interactions 

• Utility Support teams – Case manage all escalations which come through on a day-to-day basis and ensure they are solved to the satisfaction of all parties and within expected SLA 

It is all about world class service through every touchpoint. An eye on time management and agile ways of working is a must – moving to where the customers’ needs are within any given moment.  

This role will be 100% on site with a schedule that operates 24/7. 

Why work with TSA? 

• Attractive Salary Package of 27K + monthly incentives + HMO coverage with free dependent + Life Insurance Coverage 

• Options post training completion to work a 9-day fortnight 

• Our #TSAWays are what we are all about. Think of them as the vibe! 

• Join a company that promotes from within – work your way up and across the business 

• Comprehensive training, with ongoing coaching and development 

• A vibrant and rewarding recognition program - We love to celebrate our people!  

• We are proud of our fun, friendly and supportive team environment 

TSA's Senior Project Manager will lead all manner of projects (strategic, operational, technical etc.) and change initiatives, overarching people, process, and technology. 

The Senior Project Manager will be responsible for the effective and efficient delivery of projects, following TSA's Project Management Framework and will also deliver improvements in how we operate.

• Manage successful delivery of projects. Facilitate effective scoping.
• Coordinate activities, timelines, and dependencies ensuring timely delivery with quality.
• Manage issues and risks.
• Provide visibility of project status. • Serve teams by ensuring members are enabled, empowered, and unblocked.
• Structure knowledge, artefacts, outcomes, project data and communication effectively and efficiently.
• Ensure focused and prioritised delivery of strategic projects.
• Identify business improvement opportunities.
• Improve the efficiency and effectiveness of key business processes.
• Influence, provide input to, and help maintain, the EPMO's project management methodology.
• Promote the EPMO's project management methods and practices.
• Offer and deliver training, guidance, and consultancy on the EPMO's project management methods and practices as required.
• Be a respected leader.
• Continuously improve how projects are delivered.
• Implement positive change and be a role model for improved ways of working. Identify, nurture, and grow talent.
• Foster effective collaboration across teams. Embed long-lasting and effective change and transition.
• Support engagement on the change journey and high adoption post- delivery/implementation.
• Celebrate and share success.
• Encourage, motivate, and inspire others.
• Collaborate to generate new ideas and suggestions to improve team culture and promote inclusiveness.
• Create solution-orientated teams.

Responsibilities 

Our Customer Communication & Engagement Specialists are responsible for ensuring an outstanding service experience across our Social Media channels, for customers interacting with us in a private message. Timely, easy and personal service is the goal, striving for first contact resolution for all interactions. Social is a channel we want to build on and grow, offering customers more options to obtain service from us. Typical enquiries include: 

Respond and resolve customers concerns to ensure a balance between optimum outcomes for the customer and the business in accordance with brand values, company standards and service levels. 

Ensure an efficient service experience that is personal and empathetic, striving for first contact resolution and a reduction in repeat contact – solve the customers enquiry first time round! 

What will a normal day look like? 

• Working with other departments to achieve a resolution 
• Receive and assess customers queries across all Social Media channels 
• Understand the customers concerns to determine the most appropriate approach for resolution 
• Making decisions based on customer enquiries and intercept any potential issues 

The Senior Operations Manager or Channel Manager (CM) is accountable for the overall performance and culture of TSA’s Customer Engagement Centres. They are the key account manager for their channel, managing all operational matters with their client partners.

Their role is to execute the operational plan as defined by TSA’s Executive and Group Leadership team to achieve the required commercial and people outcomes. They leverage their operational knowledge to develop robust strategies to optimise the profitability of their existing stream and build a strong talent pipeline to support growth.

They achieve this through setting a clear vision and direction for the entire Centre, coaching and developing their frontline leadership team, providing key performance, customer and competitor insights and turning these into actions or opportunities for the business and client.

 24/7 Hoop - Core Work load hours are 8am -8PM New Zealand Time. 

The Customer Care Centre is responsible for delivering outstanding consumer experiences that are effortless and delightful. A Customer Contact Centre Officer plays a key role as the first point of contact for Electrolux Home Products consumers and customers. 

A Typical Day Working within the Customer Care Centre is a fast paced and dynamic role, with a number of teams working together to provide our consumers and customers with outstanding experiences. While the focus of each team may differ (as outlined in the Customer Care Centre Capability Framework) every Customer Contact Centre Officer may expect to be responsible for and/or involved in the following on a typical day;

• Managing consumer and customer enquiries by telephone or electronically
• Providing prompt responses and resolutions to customer enquiries ensuring an effortless and delightful experience
• Handling and resolution of consumer and customer complaints from initial contact to finalisation
• Obtaining and evaluating all relevant information to handle enquiries and complaints
• Processing sales orders, forms, applications and requests
• Seeking assistance and / or escalation to the appropriate designate when required to enable the resolution of issues
• Following designated processes and procedures to complete workflow tasks using a range of systems
• Maintaining accurate records of customer interactions and transactions
• Recording relevant details of enquiries, comments and complaints
• Liaising with internal customers, partners, including distribution, factory, service, parts and field team members to delivery outstanding consumer experiences
• Efficient use of CRM and ERP systems
• Attending and participating in product, systems and site training as required.
• Working to a roster to meet the evolving business demands of a 7 day National Customer Care Centre
• Understanding relevant sectors of the Trade Practices Act, Consumer legislation and WHS Legislation

A Customer Champion Lead / Insights Lead acts as the customer’s voice channel.  This position will have the accountability to work across the organization to ensure that the Company does not only know the sentiments of the customer, but that these are listened to, understood and acted upon.

They have to be customer service winners that genuinely puts customer’s interest on priority.  The Customer champion will be empowered to take a lead in improving customer experience at every stage of interaction.  The lead will be responsible to take on customer focus strategies that will be successfully implemented, executed and reinforced to drive sustainable results / improvements.

The lead must be able to perform root cause and effect analysis, data driven and impact analysis to link these insights and customer data to all KPIs and process. The end result is to effectively support effective performance management.  The customer champion must correlate FCR, eNPS, Resolution, Compliance, TBE and Strength of Offer to deliver solid actions in extending excellent customer experience.