Total 341 customer experience manager job vacancies in taguig city

The Client Care CX Team aims to empower the Client Care organization to sustainably reduce clients’ effort with fast, easy and effective service models and resolution. This team works with the different function leads of Client Care.

The CX Analyst is an individual contributor responsible for supporting the Client Care CX bodies of work. This role requires financial, operations, CX Center of Excellence, or contact center background.  The candidate must demonstrate capabilities to solve complex problems and take a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. 

The role requires a keen insight into Client Experience data, best practices, and calls for project management skills, collaboration and partnership with business leadership across Client Care.

• Partnering with the Client Care leadership, Technology, and survey vendor to support Client Experience NPS survey initiatives.
• Leverage Data Analytics to provide actionable insights in improving NPS survey management and survey returns
• Strong Project Management skills to manage issues, and lead process improvements
• Executive communication that is able to tell a compelling story about the state of Client Experience surveys

This position is to be based in Pasay City, Philippines and may or may not present relocation or sponsorship assistance.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Our client is a leading technology company in the agricultural sector. They are at the forefront of digital transformation, enhancing the agricultural value chain through innovative solutions. This is a great opportunity to join a company that will revolutionize agricultural ecosystems by harnessing advanced technology and digital transformation. Committed to making a positive impact, our client empowers farmers and communities by imparting knowledge on best practices and implementing technologies that enhance agricultural methods, boost yields, and contribute to overall prosperity.

Overall Purpose:

This vital role involves driving customer engagement and satisfaction by working closely with a key government agency as an enabling partner. The ideal candidate will have a strong background in fostering relationships with government bodies and will be instrumental in creating a collaborative environment. The main role will be to promote the technology & services to 1.5 million farmers through an enabling network of 6000 Irrigators Associations and 17 regional centers.

The role will be to build a strong head office and regional team that will through collobration with the national agency help digitally transform farmers, build onboarding programs, provide mentoring and training to the network, maintain excellent working relationship with the government agency and it's staff to ensure on going corporation and support.

Duties and Responsibilities:

• Develop and implement customer success strategies and plans.
• Collaborate closely with a government agency to ensure alignment and partnership.
• Build and maintain strong relationships with government representatives and other stakeholders.
• Drive customer engagement, retention, and satisfaction.
• Lead initiatives to address customer issues and challenges.
• Analyze customer feedback to improve services and customer experience.
• Work cross-functionally with teams to ensure delivery of excellent customer service.
• Manage customer success metrics and reporting.
• Grow a team.

KPI

• KPI will be based on customer acquisition of the network and farmers.
• The technology solution will be provided at no cost to the farmers hence success will be the number of farmers onboarded and the uptake (use of the systems).

• AgriculturalMust have a total of 15 years experience, 6 years of which is working as a strategic Sales Manager
• Sales experience – knows how to drive sales customer acquisition and retention management
• Leading and building up a sales team
• Agriculture background is a major advantage
• Provenexperience in customer success, particularly in roles requiring interaction with government agencies.
• Demonstrated ability to create collaborative environments and maintain strong relationships.
• Strong track record of executing strategies effectively.
• Excellent problem-solving and analytical skills.
• Superior communication and interpersonal abilities.
• Leadership experience, with the ability to inspire and guide teams.
• Strategic thinker with a focus on customer satisfaction and business growth.
• Willing to travel (50% fieldwork)

Office Location: To be determined -- QC or BGC

Responsible for driving the financial planning management and strategy by analyzing its financial performance, assessing for improvement and business opportunities, reviewing the business risks, and providing key investment valuation analysis to guide the Management in making investment decisions.  The position will play a critical role in shaping the organization’s financial future by providing valuable insights and strategic planning.

• Budgeting and Forecasting:  Lead the annual budgeting and periodic forecasting processes. Work closely with department heads to develop accurate and achievable financial targets aligned with the company's strategic goals.  Utilizes forward-looking models and activity-based analyses to provide financial insight into the organization’s plans and operating budgets.
• Financial Analysis:  Conduct comprehensive financial analysis, including variance analysis, trend analysis, and scenario modeling.  Identify key performance drivers and opportunities for improvement.
• Investment Valuation:  Builds financial models and valuation cases, and performs investment analysis for expansions, new businesses, initiatives to improve efficiency and productivity, and mergers and acquisitions.  Conducts post-mortem analysis and investment lookback after achieving milestones of investment projects.
• Strategic Decision Support:  Collaborate with senior management and department heads to provide financial insights and analysis for strategic decision-making. Present financial findings in a clear and concise manner. 
• Long-Term Financial Planning:  Develop and maintain long-term financial models to evaluate the company's financial position and performance under various growth scenarios. Make recommendations to support sustainable growth and profitability.  Advises on long-term business and financial planning and provides strategic recommendations to the Management.
• Performance Metrics and KPIs:  Define and monitor key performance indicators (KPIs) to track the financial health of the business.  Provide regular reports and dashboards to management for performance evaluation.
• Financial Systems and Processes:  Continuously improve financial planning systems and processes to enhance accuracy, efficiency, and data integrity.  Implement best practices and streamline workflows where necessary.
• Cost Analysis:  Analyze and optimize company expenditures, identifying opportunities for cost reduction and efficiency improvement without compromising quality.
• Cross-functional Collaboration:  Work closely with finance and non-finance teams to ensure alignment with financial goals and strategic initiatives. Act as a financial advisor, assisting teams in making data-driven decisions.
• Risk Assessment:  Assess financial risks and develop risk mitigation strategies to safeguard the company’s financial stability and compliance.
• Team Leadership:  Manage a team of financial analysts and planning professionals, providing guidance, coaching, and fostering their professional growth.
• Process Improvement:  Continuously improve financial planning and analysis processes, methodologies, and tools to enhance accuracy and efficiency. Collaborate with cross-functional teams to streamline processes, reduce inefficiencies, and enhance cost-effectiveness throughout the organization.
• Data Integrity:  Ensure the accuracy and integrity of the financial information by conducting regular audits and implementing data validation processes.
• Management Reporting:  Ensure the timely, accurate and thorough preparation and submission of financial reports to management and key stakeholders on a regular basis. Highlight key insights, performance metrics, and actionable recommendations. Communicate complex financial information in a clear and understandable manner.

As a Customer Experience Specialist, you’ll represent the account and interact with customers through inbound calls, emails, or live chat and ensure their account, product or service-related inquiries and concerns are addressed in a timely and efficient manner. You use empathy, patience, and passion, coupled with product knowledge to effectively resolve the customers’ needs. Your day will look like:

• Interacting with customers via live chat or email responding to various financial inquiries, concerns, or requests related to direct deposits, withdrawals, money transfer, disputes, funding or setting up an account, and discussing or promoting Account’s banking products and services.
• Explain, advise on and promote
• Current’s bank products and services to customers. ·       
• Reviewing and analyzing relevant transactions history and relating the information to the customer in a way that reconciles to their present account balance.        
• Correctly refer customer to other support team for any account-specific request or concern such as but not limited to:
  • Refund of monthly recurring charge                
  • Erors when cancelling an account
  • Phone number change
  • Waiving of fee
  • Expediting card request
  • Removal of funding sourceo   
  • Bank statement request
  • Account’s name correction
  • Downgrade or Re-activation request 
  • Instant deposit request
  • Unsuccessful transaction due to flagged, suspended, or under watchlist account.
  • App issue   
  • Transaction disputes
• Ensuring compliance with all internal controls and established policies and procedures.
• Developing deep technical knowledge and know-how on standard banking operations and procedures in the US and comply with various control and account protection measures.
• Following throughs and ensuring 100% fulfillment of commitment to customer.
• Handling customer and client interaction with due skill, care and professionalism.​·        
• Demonstrating strong verbal and written communication skills.
• Promoting and demonstrating Acquire’s values internally and externally.

Join the A-Team and experience the A-Life!

Job Description

The Product Manager (Payments) is responsible for managing and providing expert knowledge and technical expertise for specific initiatives and functional areas within the Payments vertical including Pay by Account (PBA). This role is integral in shaping product direction and developing key product features, supported by the Senior Product Manager, working with input from client, user-facing and internal functional workshops. The role is focused on functional and technical aspects of the product with an emphasis on creating, refining, and realizing product vision and capabilities. The Product Manager is responsible for crafting user stories, supporting testing phases, and serving as a subject matter expert (SME) in QA processes, as well as facilitating new or existing product integrations. The Product Manager also works with the Delivery Lead to provide input to Change Requests, Statements of Work, exceptions, and solution proposals. 

Key Responsibilities:

• Develop and own features across the Payments portfolio from concept to delivery, working with the business and Senior Product Manager to create and drive features from feature brief through to delivery.
• Work closely with relevant stakeholders such as data, DevOps, finance, customer support to inform product requirements. 
• Actively participate in and document outcomes and actions from product workshops.
• Collaborate and act as a subject matter expert on the development of product documentation.
• Synthesize quantitative and qualitative inputs to ensure alignment of technical solutions with business objectives and client needs.
• Develop and write user stories and documentation for new features or improvements.
• Provide testing support and serve as a subject matter expert for the QA team in new feature development.
• Offer subject matter expertise for the support of new or existing functionality implementation for internal and external stakeholders, working with Payments Systems Analyst to understand gaps and propose product solutions.
• Analyze feedback, refine the product backlog, and conduct market research and analysis for the PBA Overlay Service (PBAOS) operational team.
• Collaborate with Delivery Lead with input into Change Requests, Statements of Work, exceptions, and solution proposals.
• Understand and respond to changes to the regulatory and compliance landscape that impacts payments systems.

Key Skills and Experience Required:

• Knowledge of API-driven product management and development, preferably related to Payments systems.
• Strong ability to document and articulate outcomes from workshops and meetings.
• Experience in creating product artefacts such as feature briefs, LEAN canvases and solution option analyses.
• Proficiency in creating technical documentation, including API specifications and technical user stories.
• Ability to provide effective testing support and subject matter expertise to QA teams.
• Strong capability in supporting the implementation of new or existing functionalities for a range of stakeholders.
• Ability to communicate complex technical information effectively to non-technical stakeholders.
• Proficient in collating and analysing feedback, refining product backlogs, and conducting market research and analysis.
• Strong communication and collaboration skills, with the ability to work effectively in a team environment.

• Excellent problem-solving skills with the ability to foresee potential technical challenges and address them proactively.
• Experience in Agile methodologies and working knowledge of tools such as JIRA, Confluence, and API testing tools.

• Competitive salary
• Private Healthcare
• Work remotely or at our office here in Quezon City.

Responsible for overseeing the performance of a team of call or contact centre operators. They provide leadership, coaching and support to their team, and develop plans to achieve the call or contact centre targets.

The Product Manager (Payments) is responsible for managing and providing expert knowledge and technical expertise for specific initiatives and functional areas within the Payments vertical including Pay by Account (PBA). This role is integral in shaping product direction and developing key product features, supported by the Senior Product Manager, working with input from client, user-facing and internal functional workshops. The role is focused on functional and technical aspects of the product with an emphasis on creating, refining, and realizing product vision and capabilities. The Product Manager is responsible for crafting user stories, supporting testing phases, and serving as a subject matter expert (SME) in QA processes, as well as facilitating new or existing product integrations. The Product Manager also works with the Delivery Lead to provide input to Change Requests, Statements of Work, exceptions, and solution proposals. 

Key Responsibilities:

• Develop and own features across the Payments portfolio from concept to delivery, working with the business and Senior Product Manager to create and drive features from feature brief through to delivery.
• Work closely with relevant stakeholders such as data, DevOps, finance, customer support to inform product requirements. 
• Actively participate in and document outcomes and actions from product workshops.
• Collaborate and act as a subject matter expert on the development of product documentation.
• Synthesize quantitative and qualitative inputs to ensure alignment of technical solutions with business objectives and client needs.
• Develop and write user stories and documentation for new features or improvements.
• Provide testing support and serve as a subject matter expert for the QA team in new feature development.
• Offer subject matter expertise for the support of new or existing functionality implementation for internal and external stakeholders, working with Payments Systems Analyst to understand gaps and propose product solutions.
• Analyze feedback, refine the product backlog, and conduct market research and analysis for the PBA Overlay Service (PBAOS) operational team.
• Collaborate with Delivery Lead with input into Change Requests, Statements of Work, exceptions, and solution proposals.
• Understand and respond to changes to the regulatory and compliance landscape that impacts payments systems.

• Knowledge of API-driven product management and development, preferably related to Payments systems.
• Strong ability to document and articulate outcomes from workshops and meetings.
• Experience in creating product artefacts such as feature briefs, LEAN canvases and solution option analyses.
• Proficiency in creating technical documentation, including API specifications and technical user stories.
• Ability to provide effective testing support and subject matter expertise to QA teams.
• Strong capability in supporting the implementation of new or existing functionalities for a range of stakeholders.
• Ability to communicate complex technical information effectively to non-technical stakeholders.
• Proficient in collating and analyzing feedback, refining product backlogs, and conducting market research and analysis.
• Strong communication and collaboration skills, with the ability to work effectively in a team environment.

• Excellent problem-solving skills with the ability to foresee potential technical challenges and address them proactively.
• Experience in Agile methodologies and working knowledge of tools such as JIRA, Confluence, and API testing tools.

• Escape the ordinary and start your career journey with us.
• Are you looking to advance your career?
• Embark on a fulfilling and engaging career with BSA Solutions Inc.

This is a full-time, permanent, day-shift, office-based in Cebu City.

About BSA Solutions
We are a talent outsourcing company with offices in the Philippines and Malaysia. We guide, inspire and empower young talents to be the heroes that drive business growth. We are more than just a workplace. We are a family. We create a work environment that's satisfying, one where you'll look forward to coming to everyday. A place where the best and brightest minds meet to build a community of successful companies.

About the Role

We are looking for an associate to take on a Customer Service Representative role for our client, an established landscaping company in Melbourne, Australia. Your primary role will be taking bookings from clients and scheduling the landscapers to meet the clients and deliver the right service.

What is expected of you:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times;
• Responding promptly to customer inquiries and acknowledging and resolving customer complaints;
• Communicating with customers through various channels – mobile chat, email and voice;
• Understanding the services and terms offered to answer questions accurately;
• Managing records of clients and landscapers interactions, transactions, comments, and complaints;
• Communicating and coordinating with colleagues in Australia; and
• Providing feedback on the efficiency of the customer service process.

• Experience in customer service for at least 2 years;
• Excellent English speaking skills and highly organised;
• Experience in working for an Australian companies is preferred but not essential;
• Excellent data entry and data management skills;
• Proficient in using Microsoft Office - Word and Excel;
• Have experience in CRM system, Service M8 or similar appointment scheduling software.

BSA Solutions, Inc. offers:

• Clear career progression and leadership opportunities based on merits;
• Amazing, close-knit, and collaborative team;
• comprehensive financial rewards and benefits that exceed market standards and the requirements of the Philippines Labor Law;
• comprehensive HMO benefits package for you and one dependent from the start date, including medical coverage with a private room, life, accident, and disability insurance, maternity benefit, and outpatient prescription medicine;
• regular progress checks and continuous coaching and mentoring to help you map out your development plan;
• broad selection of exciting and engaging social events to embrace as a vibrant BSA community;
• psychologically safe environment for you to develop your skills and talent consistent with BSA values; and
• frequent webcasts and discussion forums by senior leaders to obtain feedback and ideas, and genuinely interested in hearing what you have to say.

We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, color, religion, origin, or any other characteristics protected by applicable law.

Hi! We’re Smartsourcing, looking for an Airline Customer Advocate who can work with us full-time and on-site!

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