Customer Experience Manager

hace 4 días

Bogota, Colombia Emapta A tiempo completo

**Job Information**:
Industry
- Employment - Recruiting - StaffingWork Experience
- 1-3 yearsLocation
- ColombiaFunctional Expertise (Verticals)
- Back Office & Business SupportCity
- BogotaState/Province
- ChapineroCountry
- ColombiaZip/Postal Code
- 110221At Emapta, saying “We’re a Family” means we’re also your second home at work, and our ratings prove it

4.5 GLASSDOOR RATING

4.5 FACEBOOK RATING

93% CANDIDATE REFERRAL

Our goal is to build your local careers with global impact, so you can achieve your ambitions and full potential without the need to work abroad.
- Create positive customer experience and nurture long-term relationships with customers.
- Resolve any issues that arise to ensure customers are satisfied with our services.
- 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 they are satisfied with the services of EMAPTA and have a positive overall experience.
- Act as 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, in order to meet account performance objectives, customers’ expectations, and address client staff concerns.
- Lead and supervise the site Internal Service Delivery Team (ISDT) to ensure positive experience in the daily interactions with the customer and their staff.
- Adhere to acceptable First Response Time and Average Handling/Resolution Time as defined by the management.
- Responsible for the maintenance of seat allocation/utilization report.
- Spearhead invoice review initiatives with ISDT by reviewing invoice impacting data sets weekly to achieve 100% invoice accuracy.

**Requirements**:

- At least 1 to 2 years’ experience in Account/Client Management, preferably from 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 an above average knowledge of Microsoft Office products.
- Demonstrated ability to engage with customer management and key decision makers in a positive and collaborative manner.
- Proactively monitor recruitment efforts, contributing to client opportunities that may or may not be serviced within the CXM’s geography
- Review customer activity, anticipate consumer needs, and improve customer satisfaction
- Perform other activities that contribute to the expansion of engagement with existing Emapta clients

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