Job Detail

About Telstra powered by TeleTech

We are Australia's leading telecommunications and information services company. We're also one of Australia's most iconic brands with over 100 years' experience in helping people get and stay connected. Over that time we've built up an impressive resume as one of Australia's largest companies, with more than 37,000 employees worldwide, a spot in the top ten listed Australian organisations and a place in the Global Fortune 500.

Customer Experience Manager

Customer service management

Cebu City
Managerial
Category : BPO / Call Center Salary : Experience(s) : 5 Year

The purpose of this role is to act as the voice of the customer in all aspects and will be the key interface to the broader organisation to drive process and customer experience improvements leading to customer advocacy.

The CE Manager will help the organization to identify and prioritise customer pain point, issues and bottlenecks and drive change. To work closely with the Customer Insights Lead and Continuous Improvement Lead to gain insight into customer experience improvement opportunities.

Telstra strives to serve and know its customers better than anyone else and are investing in their people to be a key part of leading this focus. A key role in our customer-centric Telstra, powered by Teletech centre in IT Park-Cebu is the Customer Experience Manager who will lead the way in designing and developing programs and processes intended to help the organization understand, analyse and create a positive customer experience.

Responsibilities:

  • Gathers intelligence related to the wants and needs of current and targeted customers; designs and integrates systems and processes to support that objective
  • Provides support and counsel to business functions who are incorporating customer experience strategies into our day-to-day customer relationships
  • Knowledge of and ability to implement the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point
  • Serves as customer advocate with senior management; ensures that customer research findings are understood, tracked and acted upon
  • Educates internal staff on customer experience concepts, value proposition, and related processes

Qualifications:

  • Minimum of 5 years experience in marketing, customer service and analysis of customer data in a call center environment; previous consulting background is suitable
  • Experience in a high volume and fast-paced structured environment
  • Six Sigma certification is an advantage with at least 5 years of working experience in Continuous Improvement,
  • Change Management, Process Improvement, or Project Management
  • Experience in analyzing and reporting data
  • Experience in a coaching, managing or mentoring role
  • Master or Degree holder from a reputable institution of higher learning preferred
  • Proficient with Excel and PowerPoint

Successful candidates for this position will have one time relocation assistance of P32K cash allowance, two weeks hotel accommodation and one way air fare provided plus an Apple iPad Mini instantly!*

Interested applicants may go to our new site in IT Park, and apply at the Ground Floor, eBloc Tower 2, IT Park, Lahug, Cebu City

Recruitment hours are from 8am to 6pm | Monday to Friday

or send us your resume at: PhilippineCorporateTA@TeleTech.com

For more job opportunities at Telstra, you may visit our recruitment website at : www.philippines.careers.telstra.com

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