Outsourced Doers

Client Experience Specialist

Outsourced Doers

full-time

Posted on:

Origin:  • 🇵🇭 Philippines

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Job Level

Mid-LevelSenior

About the role

  • Handle escalations with the goal of resolving within KPI and providing troubleshooting support for team members (Escalation Resolution - ~60% of role)
  • Manage the day-to-day performance of the Client Experience Specialist Team, conduct quarterly performance reviews, and follow processes for recruiting, inducting, and training new staff (People Leadership - ~10%)
  • Review procedures and client experience pathways for improvements, analyze client data to improve the client experience, and assist in creating and reviewing policies and practices (Process Management and Client Experience Improvement - ~20%)
  • Identify processes and tasks that can be automated or handed to admin teams and manage training and handover of any identified tasks (Automate or Outsource Tasks - ~5%)
  • Manage Net Promoter Score (NPS) surveys and response processes, consistently monitor NPS, and implement new initiatives to grow NPS (Manage Client Success NPS - ~5%)
  • Work schedule: PST/other work hours, 40 hours per week; remote - 100% work from home

Requirements

  • Minimum of 5 years of experience in a client-facing role or client experience management
  • Experience supervising others in a virtual setting
  • Strong comprehension of client service practices
  • Technical aptitude and ability to rapidly learn new software and platforms
  • Strong stakeholder management experience
  • In-depth comprehension of Outsourced Doers and The Doers Way product offerings
  • Well-developed interpersonal skills
  • Highly organized with the ability to multitask, prioritize, and manage time effectively
  • Highly developed written and verbal communication skills
  • Technical skills in CRM platforms, Helpscout Mail, Slack, Asana, Zoom, and Google Suite
  • Ability to adapt and respond to different situations
  • Handle complaints and provide appropriate solutions for resolution within 1 business day
  • Technical requirements: strong, steady internet connection (at least 25 Mbps wired); backup internet (at least 10 Mbps); webcam and headset/microphone; PC/Laptop specs (i3 10th gen or i5 8th gen or equivalent Ryzen, >=4 GB RAM, 1 GB free disk) or Mac (OS Catalina or higher, 2015 i3 9th gen or higher, >=4 GB RAM)
  • Schedule: PST/other work hours (40 hours per week) with generally fixed schedules
  • Based in the Philippines (role explicitly based in the Philippines)