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Customer Experience Manager

hace 2 semanas

Bogota, Colombia Emapta A tiempo completo

**Job Information**:
Job Family

**Back Office***

Work Arrangement

**Onsite***

City

**Usaquen***

State/Province

**Distrito Capital de Bogotá***

Country

**Colombia***

**Join Emapta in Outsourcing Excellence**

Elevate your career in the outsourcing industry with our enticing opportunity for a **Customer Experience Manager**. Experience a fulfilling work-life balance that empowers you to excel both personally and professionally. As a vital member of our team, you'll immerse yourself in fostering long-term relationships with clients, ensuring their satisfaction at every turn. Be part of our team as a catalyst for positive customer experiences, where every interaction shapes the trajectory of our success. With a dynamic range of responsibilities including resolving issues, building key relationships, and strategizing business support, you'll find yourself at the forefront of innovation and growth. Step out of your comfort zone and into a role where your potential knows no bounds. Join us and ignite your future today.

**Unleash Your Potential: Dive into the Role**

Employment type: Indefinite term type contract
- Shift: Mon - Fri 08:00 AM to 05:00 PM
- Work setup: Onsite, Bogotá and Medellin

**Fuel Your Success: Required Skills and Experience**
- At least 1 to 2 years of 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.
- Proficient computer skills, with above-average knowledge of Microsoft Office products.
- Demonstrated ability to engage with customer management and key decision-makers in a positive and collaborative manner.

**Ignite Your Impact: Key Duties and Contributions**
- Create positive customer experiences 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 datasets weekly to achieve 100% invoice accuracy.
- Perform other Growth Duties:

- 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.

**Elevate Your Rewards: Perks and Advantages**
- 5 Days work week
- Prepaid medicine
- Work-Items (laptop, mouse, and headset)
- Indefinite term type contract
- 5 extra days of vacation leave (20 in total)
- Direct exposure to clients
- Career growth opportunities
- Diverse and supportive work environment
- Prime Office Locations - Bogotá and Medellin
- Upskilling: Emapta Academy

**Welcome to Emapta Colombia**

At Emapta, you're not just joining an industry-leading outsourcing provider; you're becoming part of a community that celebrates the rich cultural tapestry of Colombia. Our track record of success and diverse international clientele across various industries provide a solid foundation for your career. With over 700 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more Colombians reach your full potential and dreams without the need to leave the country and work abroad.

Join forces with passionate professionals who share the desire to make a meaningful impact through premium global opportunities, all at your fingertips. Emapta isn't just a company; it's a community that values the balance between work and life. Start a truly exciting journey with us and discover how your talent can flourish in a setting that celebrates the spirit of Latin America.

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