Job overview
The Client Experience Specialistu0027s tasks are mainly administrative and support. Most of their time are spent in maintaining and creating records that the team can use in making management decisions and in order to provide support for the clients and staff. They assist in liaising with the departments and staff and help ensure that the client and staff requirements are met. They are also mainly in-charge of monitoring attendance and maintaining the staffu0027s attendance records.
Key responsibilities and accountabilities
The primary responsibility of the Client Experience Specialist is to provide the first line of administrative support in the effective implementation of the single POC setup for overall accounts management.
- In-charge of collecting and updating employee data needed by the supervisors in the daily operations of accounts
- Responsible for the execution and completion of short term projects as assigned by management, including data encoding, content writing, transcription, web moderation, etc. Also provides backup coverage for active accounts as needed
- Assist operation managers in providing support to virtual captives exclusively or as needed
- Liaise with other departments to ensure that all concerns and requests are attended to and completed in a timely manner
- Responsible in creating reports for the day to day Operations including: action items checklists, Minutes of Meetings, Agreements, etc.
- Performs tasks needed for attendance tracking from floorwalks to monitoring of daily attendance of client staff, sending email notifications and updates to clients and the operations team
- Update statistical reports used in management decision-making- particularly attendance reports and trends, schedule adherence, seat occupancy, and other reports that may be useful in operations planning and management
- Provide first line of support to clients and staff, in the absence of a supervisor or manager, and coordinate with the operations team in addressing their needs, queries or concerns
- Manages and updates project records - project documentation updates, compiling client guidelines, financial reports, etc.
- Assists in disseminating information to employees such as updates on policies and company events
- Conducts Operations Orientation, as needed
- Plans, coordinates and participates in employee engagement activities together with the operations team
- Creates, drafts, maintains financial records of Operations Team - RCA, RFP, Liquidation, OSRF, PRF
- Participate in developing process improvements relating to operations and quality service delivery
This job description is not intended to be all-inclusive. Employee may perform other related duties as discussed with your immediate supervisor to meet the ongoing needs of the organization.
