Customer Experience Manager

1-3 years
a month ago
Job Description

Job Description

Embark on a career with Emapta, where we prioritize work-life balance as an essential part of our global outsourcing team.

Navigate exciting challenges and collaborate on innovative projects and enjoy the flexibility to maintain a fulfilling work-life balance. Join us in shaping the future of global outsourcing while ensuring your well-being and professional growth. At Emapta, we believe in creating opportunities that transcend borders, allowing you to make a meaningful impact on a global scale, all while maintaining a healthy work-life equilibrium.

Job Description

Be part of our client's team as an Account Manager, ensuring positive customer experiences and long-term relationships. Resolve issues to guarantee customer satisfaction, showcasing excellent communication and problem-solving skills to understand and meet customer needs effectively.

Employment Type: Full-time
Schedule: Night Shift
Work Arrangement: Onsite, Metro Manila

What do you need to succeed
  • At least 1 to 3 years of experience in Account/Client Management, preferably in a BPO company
  • Ability to work cross-functionally in a productive and collaborative manner to achieve defined objectives
  • Excellent written and verbal communication skills
  • Strong problem-solving skills and attention to detail
  • Strong computer skills, with above-average knowledge of Microsoft Office products
  • Familiarity with customer relations management software applications preference for Microsoft CRM but not necessary
  • Demonstrated ability to positively and collaboratively engage with customer management and key decision-makers
What awaits you in this role
  • Build relationships with key client staff and customers
  • Create action plans to support customers business needs
  • Schedule regular meetings and business reviews with customers to ensure their satisfaction with EMAPTA's services and a positive overall experience
  • Act as the point of contact for requests or complaints and escalate issues as appropriate
  • Ensure both the company and clients adhere to contract terms and labor laws
  • Coordinate the involvement of other departments-Growth, Marketing, Recruitment, Finance, Human Resources, IT, Customer Enablement, Customer Engagement, and Executive Management-to meet account performance objectives, customers expectations, and address client staff concerns
  • Lead and supervise the site Internal Service Delivery Team (ISDT) to ensure a positive experience in daily interactions with customers and their staff
  • Adhere to acceptable First Response Time and Average Handling/Resolution Time
  • Responsible for maintaining seat allocation/utilization reports
  • Spearhead invoice review initiatives with ISDT by reviewing data sets impacting invoices weekly to achieve 100% invoice accuracy
Why choose us
  • HMO coverage upon regularization
  • Above-market salary
  • Prime Office Location
  • Standard government and Emapta benefits
  • 20 days annual leave
  • Career growth opportunities
  • Diverse and supportive work environment
  • Fun employee engagement activities
Whom you'll work with:

Be part of a company that empowers people to fulfill their international dreams.

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for . Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.


Job Source:

Emapta is a leading offshore staffing and outsourcing company in the Philippines. Providing BPO services to clients from the US, AU and other countries.

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