Client Experience Specialist
New
D
DoneverseDigital Marketing
Philippines, US Time zoneFull-TimeMiddle
SalaryCompetitive base salary with Financial Performance-based Incentives.
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Job Details
- Experience
- Minimum of 5 years of experience in a client-facing role or client experience management.
- Required Skills
- Stakeholder managementGoogle WorkspaceSlackAsanaCRM
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 and stakeholder management.
- Proficiency in CRM platforms, Helpscout Mail, Slack, Asana, Zoom, and Google Suite.
- Ability to adapt to different situations and resolve complaints within 1 business day.
- Highly organized with strong multitasking and time management capabilities.
- Stable primary internet connection (min. 25 Mbps wired).
- Reliable backup internet connection (min. 10 Mbps).
- Reliable PC/Laptop (i3 10th gen/i5 8th gen or equivalent) with min. 4GB RAM.
- Working webcam and headset/microphone for virtual meetings.
Responsibilities
- Handle escalations to resolution within defined KPIs and provide troubleshooting support to team members.
- Manage day-to-day performance of the Client Experience Specialist Team, including quarterly reviews and training.
- Analyze client data and review pathways to improve procedures, policies, and practices.
- Identify, train, and handover tasks suitable for automation or outsourcing to admin teams.
- Monitor Net Promoter Score (NPS) surveys and implement initiatives to improve client success metrics.
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