Job Title: Client Experience Specialist NIGHT SHIFT

Job Summary

Company
Satellite Office Solutions Pty Ltd
Industry
Consulting/Advisory Services
Location
Philippines
Job Category:
Customer Service/Call Centre/BPO
Years of Experience
1 - 4 years
Function
Customer Service/Call Centre/BPO
Education
Posted On
5th Feb 2020

Job Description:


Job Description :

Position Purpose:

  • Represent the Global Client Experience team in Manila to establish a complete model that differentiates the client from its competitors globally.
  • Espouse the client service model to optimise the clients experience for client's diverse client base with the explicit goals of (1) achieving a step change in client satisfaction, (2) maximising client retention and (3) contributing to grow the business & increase revenue.
  • Collaborate with both Marketing & Sales to action and report on key customer insights that may contribute to Business revenue.


Primary Areas of Responsibility:
  • Provide frontline support for all (relevant) client interactions covering telephone, e-mail and online media: aim to exceed clients expectations in every instance.
  • Be able to answer incoming client queries via live chat and over the phone.
  • Be able to handle basic client queries about products via email.
  • Be the first line of defence (with other stakeholders) to identify, escalate and manage potential risk.
  • Contribute to a culture of continuous improvement in the team and be proactive in proposing ongoing refinements to achieve results in line with strategy.
  • Identify new business/revenue opportunities through client interactions & take initiative to escalate or act on them as they arise (as appropriate).
  • Meet the demands of both internal stakeholders and client's diverse client base in a growing fast-paced environment.
  • Adhere to established policies, guidelines, procedures and training plans to meet the obligations set out in client's compulsory literature available on the internal confluence application

 
About Us

Satellite Office has been leading the race among offshore service providers in the country. With a highly-tenured leadership team, robust internal processes and systems, and a unique, no-nonsense approach to offering “satellite office” solutions, it has quickly built its strong reputation among businesses in Australia, and has expanded its clientele to include the United States and European markets. Specialized in the fields of Customer Service and Sales, IT and Software Development, Digital Marketing, Creatives and Design, Content Management, and Finance and Back Office, its areas of expertise continue to widen, deeply immersing the company in many other industries while rapidly gaining distinction within the industry.

From corporate support to operations professionals, the team has been meticulously selected from the best in the country’s pool of experts. Implemented best practices coupled with creative approaches have resulted in streamlined solutions, efficient operations, and optimized performance for each client and employee growing alongside the company.