Customer Experience Manager

MultiplyMii

Philippines

2-4 Years

This job is no longer accepting applications

Posted 11 months ago

Job Description

What Are We Looking For

MultiplyMii is searching for a Customer Experience Manager who will be working with our client based in the USA. Our client is a fast-growing startup in the solar industry, dedicated to improving customer retention and driving referrals through their innovative gifting platform. By delivering curated, high-value gifts post-sale, they've successfully reduced client attrition and enhanced the overall customer experience. They're looking for a dedicated and dynamic Customer Experience Manager to lead their gifting initiative and ensure seamless client interactions.

In this role, you will be responsible for overseeing the end-to-end process of customer incentive and gift program. This role involves managing gift orders, tracking delivery timelines, and maintaining proactive communication with clients. The ideal candidate will utilize their organizational and communication skills to enhance customer satisfaction, foster strong relationships, and contribute to the company's retention goals.

This role is 100% work from home.

In This Role, You Will

Enhance Customer Retention: Drive retention through personalized incentives and communication strategies.
Manage Gifting Process: Handle gift orders, tracking, and timely delivery to ensure a seamless experience.
Customer Interaction: Communicate with clients via phone, email, and text to confirm preferences, provide updates, and address concerns.
Data Tracking and Analysis: Monitor customer interactions and outcomes, leveraging data to measure program success and identify areas for improvement.
Collaboration: Work closely with sales representatives to align customer satisfaction initiatives.
Process Optimization: Continuously refine and improve the customer incentive process for maximum impact.

About You

Core qualifications:

Experience: 2+ years in customer experience, account management, or administrative roles, preferably in startups or small businesses.
CRM Proficiency: Strong ability to use CRM systems to track and manage customer data effectively.
Customer-Centric Mindset: Passionate about enhancing the customer journey and addressing client needs.
Organizational Skills: Capable of managing tasks, deadlines, and customer information in an orderly and efficient manner.
Communication Skills: Excellent written and verbal communication abilities to engage effectively across multiple platforms.
Positive Attitude: A proactive, upbeat personality to foster strong client and team relationships.

Technical Requirements (Device)

Laptop/Computer (at least 8GB RAM)
Headset (preferable noise canceling microphone)
Fast/Stable Internet Connection (At least 10 mbps)

Why MultiplyMii

MultiplyMii, a premium recruitment & HR services company, is growing FAST and we are currently hiring an exceptional Customer Experience Manager who desires to be part of an exciting organization that rewards and values its team members.

One clear benefit for you beyond the long list at the bottom is that MultiplyMii will be there to hold your hand every step of the way, providing you and the client on-boarding, supporting your unique needs, handling any challenges that might come up in your work environment. We are here to give you (and our client) every opportunity to get it right and nurture this relationship.