88 Customer Experience Management jobs in Manila

About the Role

A leading developer in the Philippines is seeking a passionate and customer-centric Associate, Customer Relations to join their growing team. In this role, you will be the primary point of contact for homeowners (vecinos) and play a vital role in building strong relationships, ensuring their satisfaction, and resolving any concerns they may have.

Responsibilities

Account Management: Be the main point of contact for vecinos, fostering open communication to build trust and long-term relationships.Address vecino inquiries, requests, and complaints through various channels, including email, phone, and in-person meetings.Manage accounts from the turnover of signed Contract to Sell (CTS) and pre-signed Deeds of Acceptance (DOAs) to the final delivery of the property title in the vecino's name.Cultivate strong relationships with key stakeholders to ensure timely delivery of the property according to specifications and quality standards.Provide quarterly updates on project progress to vecinos.Act as a liaison between vecinos and internal teams to resolve any issues efficiently.Ensure all communications comply with company standards, procedures, guidelines, and policies.Maintain accurate and up-to-date records in databases, goal trackers, and other monitoring systems for improved team efficiency and evaluation.Submit reports to the Team Lead as required. Collection Support: Collaborate with the collection support group to ensure annual collection targets are met.Facilitate communication between vecinos and the collection support group regarding their bank loan application status.Proactively identify and reach out to accounts with delinquent payments, unresponsiveness, or non-compliance with requirements.Requirements

Qualifications

Bachelor's degree in Business Administration, Customer Service, or a related field (preferred)Minimum of 1 year of experience in customer service or account managementExcellent communication, interpersonal, and relationship-building skillsStrong problem-solving and conflict resolution skillsHighly organized and detail-oriented with a commitment to accuracyProficiency in Microsoft Office Suite (Word, Excel, PowerPoint)Ability to work independently and as part of a teamPositive attitude and a passion for providing exceptional customer service

Why Join Us

At this leading developer, you will have the opportunity to make a positive impact on people's lives by ensuring a smooth and positive experience for homeowners. You will work in a supportive environment with a team committed to building vibrant communities and exceeding customer expectations.

To view other vacancies we have, please check our website (

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Disclaimer: Black Pearl will never ask for money or any form to charge our candidates just to process or consider their application for any of our available vacancies. If you happen to receive such request from any members of our staff or other individuals claiming to be part of Black Pearl, please do call our office at +9712 622 55 03 or drop us a message on our website - 

READY TO START YOUR CAREER ASAP? SECURE YOUR SPOT NOW AND MOVE TO THE FRONT OF THE LINE!
br>We’re hiring Customer Service Representative for our voice and non-voice accounts. This is a great opportunity for fresh graduates and career shifters looking to build a long-term career in the call center/customer service industry. < r>
Responsibilities:

* Provide professional customer support via chat or phone
* Assist clients with billing concerns, technical support, and service inquiries
* Document customer interactions with accuracy
* Follow standard operating procedures and meet quality standards
* Work collaboratively in a team-focused environment

Qualifications:

* At least 18 years old
* Graduate of High School (Old Curriculum), Senior High School, or ALS
* No BPO experience required
* Strong English communication skills (written and verbal)
* Detail-oriented with good typing and multitasking skills
* Willing to work onsite
* Amenable to shifting schedules including weekends and holidays

Perks You'll Enjoy:

* Monthly salary: PHP 17,500 to PHP 28,000 (depending on account and experience)
* Night differential pay
* Paid leaves, holiday pay, and overtime pay
* Government-mandated benefits and 13th month pay
* Opportunities for internal promotions and career growth

Why Apply?

* Fresher-friendly, no prior BPO experience needed
* Immediate hiring for non-voice and voice accounts
* Competitive pay and full benefits
* Opportunities for advancement in a leading global BPO
* Located in a central and accessible location

Further details will be discussed during the interview. We have limited job offers available here!

APPLY TODAY to secure your slot.

The Customer Experience Manager position is an individual contributor that supports the Lead for Customer Experience and Design of Manulife Philippines.
He/she is accountable for managing the overall Customer Experience Projects in accordance with the Net Promoter System and Human-Centered Design (HCD) principles. Specifically, he/she is accountable for designing customer or distributor journeys that considers the different touchpoints and interactions users will interact with. He/she is also expected to help drive the Net Promoter Score by assisting the different business units.
**Individual Accountabilities:**
+ Serves as the CX Project Manager, managing Customer and Distributor projects. Focus on enhancing the customer journey by guiding projects that improve their interaction with the company, ensuring all elements provide value and satisfy their requirements.
+ Ensures proper documentation and members of the CX team are looped in accordingly, and timely for reviews.
+ Develop and/or Review customer and distributor journeys from across different channels.
+ Develop and/or Review internal processes and activities that may be customer facing or has imminent impact to the customer.
+ Design initiatives and workshops with HCD principles and aligned with Customer or distributor needs.
+ Lead Service Culture initiatives to drive the Customer Obsession & HCD mindset in Manulife
**Key Shared Accountabilities:**
+ Maintain upward trend of NPS Scores
+ Generation of actionable insights derived from the results of NPS and CSAT surveys and other insighting activities.
+ Manage the Net Promoter System. Support NPS goals by partnering with various internal teams to ensure the customer experience is always top of mind across various initiatives, including but not limited to:
+ Product development process
+ Sales process
+ Customer service process
+ Online to Offline interaction flows
**CX Project Management with Human-Centered Design / Customer Experience Lens.**
Make sure that customer interactions flow is designed through HCD. Provide customer perspective and expertise in any meetings and discussions, he/she may be assigned to. He/she will need to use the learnings from the HCD Principles, Net Promoter System and other Customer Insights studies to guide and influence the decisions of business units he/she will work with to safeguard the customer experience.
**Champion the Customer Obsession Value.**
Influence the organization to live up to the Customer Obsession Value of the company by partnering with key business units such as HR to develop programs that build awareness of the customer experience.
**Required Qualifications:**
+ Bachelor's degree holder
+ Minimum of 5 years work experience in the related field
+ Strong project management, organizational and coordination skills required
**Preferred Qualifications:**
+ Ability to influence decisions and gain consensus across different stakeholders, senior leaders, channels and lines of business, particularly in the case of competing interests and priorities.
+ A positive disposition and ability to relate well with others, possessing high levels of empathy.
+ Results oriented, with a can-do attitude. Undeterred by obstacles and challenges; ability to think creatively to overcome barriers to achieve objectives.
+ Comfortable with ambiguity; open to new ideas; flexes with changing business priorities and situations.
+ Helpfully challenging embedded practices that contradict with
+ Human-centered ways of working at all levels of an organization
+ Ability to execute plans excellently
+ Ability to work independently with minimal supervision
+ Able to collaborate in cross functional and cross-cultural teams
**When you join our team:**
+ We'll empower you to learn and grow the career you want.
+ We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
+ As part of our global team, we'll support you in shaping the future you want to see.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a .
**Modalidades de Trabajo**
Híbrido

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**Job Track Description:**
+ Assists others in achieving goals.
+ Manages performance appraisals and pay reviews.
+ Manages training for 3 or more employees.
+ Manages hiring and termination actions.
+ Requires broad technical expertise and company/industry knowledge.
+ Is accountable for program management functions.
**General Profile**
+ Accountable for team performance and results.
+ Manages professional employees and/or supervisors.
+ Adapts plans and priorities based on resource and operational challenges.
+ Takes action based on policies, procedures.
+ Receives guidance from managers.
+ Provides technical guidance to employees, colleagues, and customers.
**Functional Knowledge**
+ Understands and applies concepts in the field of expertise.
+ Has growing knowledge of other disciplines.
**Business Expertise**
+ Translates strategy and priorities into work product.
**Impact**
+ Positively impacts the level of service.
+ Impacts the team's ability to meet quality, volume, and timeline targets.
+ Guides based on policies, resource requirements, budgets, and business plans.
**Leadership**
+ Builds team engagement to meet service and operational challenges.
+ Provides recommendations for OT, operational expenses, and rollup data.
**Problem Solving**
+ Resolves technical, operational, and organizational problems.
+ May take part in solving problems across a matrix.
**Interpersonal Skills**
+ Guides and influences internal and external customers, or agencies.
**Responsibility Statements**
+ Manages team members to deliver SLAs.
+ Manages revenue optimization and reduction of penalties.
+ Delivers quality, productivity, and compliance KPI reports.
+ Coaches team members for continuous development.
+ Identifies process improvement opportunities and deploys action plans.
+ Manages delivery strategies and service line penetration.
+ Performs other duties as assigned.
+ Complies with all policies, procedures and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
_At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._

Job Description

Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Customer Experience Managers in this role get to: Collect and analyze customer feedback: this feedback that comes through internal and external channels is collected and analyze to identify and act on every opportunity - and so that the manager can champion the voice of the customer. Ensure compliance: with key initiatives, tracking complaints, reporting on status, and manage projects that result in identified issues being prevented or mitigated for future customers. Built a positive experience: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience. Create a quan

**Qualifications**:

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**Job Track Description:**
+ Performs business support or technical work, using data organizing and coordination skills.
+ Performs tasks based on established procedures.
+ In some areas, requires vocational training, certifications, licensures, or equivalent experience.
**General Profile**
+ Expands skills within an analytical or operational process.
+ Maintains appropriate licenses, training, and certifications.
+ Applies experience and skills to complete assigned work.
+ Works within established procedures and practices.
+ Establishes the appropriate approach for new assignments.
+ Works with a limited degree of supervision.
**Functional Knowledge**
+ Has developed skillset in a range of processes, procedures, and systems.
**Business Expertise**
+ Supports to achieve company goals by helping teams to integrate and work together.
**Impact**
+ Impacts a team through quality of the services provided and information shared.
+ Uses discretion to modify work practices and processes to achieve results or improve efficiency.
**Leadership**
+ May give informal guidance to junior team members.
**Problem Solving**
+ Ability to problem solve, self-guided.
+ Evaluates issues and solutions to provide the best outcome for the client and end-users.
**Interpersonal Skills**
+ Exchanges information and ideas effectively.
**Responsibility Statements**
+ Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
+ Identifies customer needs by referring to case notes and examining each as a specific case.
+ Performs routine call center activities concerning business products and services.
+ Uses standard scripts and established guidelines while under supervision, to meet SLAs.
+ Provides customers with information that is specialized.
+ Communicates in a warm and empathetic manner.
+ Gathers all necessary information to update the database.
+ Escalates issues to senior levels, based on complaints or concerns.
+ Explains company policies to customers.
+ Responsible for the end-to-end resolution of customer issues.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .
_At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._

**About Security Bank**

We are the Philippines' largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016—the Bank of the Year - Philippines by _The Banker_.

We're changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300 branches spanning the country, _BetterBanking_ has become the gold standard in improving the banking lives of millions of Filipinos. But we're far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

**The Role**

The main goal of the team is to be the voice of the customer to make sure processes are customer-centric.

As a **Customer Experience Acquisition Analyst**, you will create understanding and empathy around customer and business needs. You will be a part of the team that will be enhancing features, functionalities, and processes for both NTB and ETB customers to drive volume and CSAT

**How you'll contribute**
- Draw reasonable conclusions from a set of information, and discriminate between useful and less useful
- Collect and analyze customer behavior through studies, field visits, surveys, interviews, benchmark
- Partner with other departments to build requirements and execute/launch enhancements.
- Create and utilize customer-centric tools such as customer journey maps to identify pain points
- Drives NTB and ETB CSAT and value proposition
- Promoting a customer-centric approach through the presentation, works, and CX platforms.
- Collaborate and meet with stakeholders to make sure project progress is disseminated
- Execute initiatives based on deadlines and make sure success metrics are met.
- Documents process updates and make sure all documents are routed to affected stakeholders.
- I will work closely with the cross-functional team to make sure deliverables are set in a timely man

**What we're looking for**
- Bachelor's Degree in any field of study
- With at least 3 years of experience as a Customer Experience Analyst
- Experience conducting research Knowledgeable of UI design principles is a plus
- Launching and iterating quickly and using data Good communication, presentation, influencing, and relationship-building skills
- Team player, critical thinker, and problem-solving skills

LI-QA1

LI-Hybrid

**What are we looking for**:
Multiplymii is in search of a Head of Customer Service to grow our client’s footprint throughout the Asia Region. The Head of Customer Experience - Philippines is responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources. As the head of the customer experience in the Philippines, you will lead all aspects of our business in the Manila, Philippines location. You will lead, coach, and develop a dynamic and diverse team. You will leverage learnings to build at-scale operations, and enhance operational workflow and processes. You’ll also help shape team strategy and execute team objectives using complex project management, cross-functional collaboration, and data-driven decision-making. This person will work collaboratively with the management team located in Salt Lake City, Utah to execute all initiatives in alignment with the company’s mission, values, and goals. This position will be a full-time, exempt position based in the Metro-Manila area of the Philippines.

**In this role, you will**:

- Collaborate with USA-based senior management and staff to develop strategic plans; for the Philippines office and ensure that open communication exists and information is mutually shared to achieve optimal results
- Develop and retain team leadership, providing coaching and development opportunities that continuously build and expand both individual and team capabilities and bench strength
- Drive continuous operating improvements and quality performance of site metrics such as quality, productivity, staffing, training, attrition, and costs
- Manage department resources and provide leadership to ensure that production and quality work meets company goals
- Participate with cross-functional departments in strategic decisions designed to meet quality and service goals
- Identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and decisive solutions

**About You**:

- Experience managing a large call center preferred
- Mastery of communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external associates
- Proven ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact
- Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as a leadership advisor to lower-level management
- Demonstrated ability to champion significant projects, programs, and business initiatives using creativity and ingenuity
- Demonstrated ability to lead and mentor the team in developing lasting customer relationships
- Extensive understanding of the organization's business operations and industry. Knowledgeable of emerging trends and industry practices

**Why MultiplyMii**:
MultiplyMii, a managed recruitment services company, is growing FAST and we are currently hiring an exceptional Head of Customer Experience.

MultiplyMii will be there with you every step of the way, providing you and the company with mutual onboarding to support your needs and the work you’ll do for them. MultiplyMii handles the unique needs of offshore hires to give you every opportunity for an optimal relationship.
- Annual leave (paid time off) 14 days per year
- Annual sick leave: 5 days - 100% paid
- Bereavement leave: 5 days (at a time) - 100% paid
- Monthly internet allowance
- Work from home reimbursement
- Holidays: 12 ‘regular’ holidays (paid) & 9 ‘special’ holidays (unpaid)
- Medical insurance
- Competitive parental leave
- 13th-month salary
- Severance pay

Schedule:

- Flexible shift

Unlock a Bright Future with Us!
br>Are you ready to take the next step in your career? We're looking for motivated and enthusiastic individuals who are eager to grow, thrive, and make a difference! Join our vibrant and supportive team where exciting opportunities await. Here’s what we offer to help you build your future: < r>
What We Offer:
• Competitive Salary Packages < r>• Health Maintenance Organization (HMO) benefits starting Day 1 < r>• Performance-Based Incentives to recognize your hard work < r>• Clear Opportunities for Career Growth and Advancement < r>
Job Responsibilities:
• Assist customers by addressing their inquiries, concerns, and complaints through multiple communication channels with professionalism and accuracy. < r>• Provide clear, helpful, and timely information about products, services, and policies. < r>• Maintain and update customer records in the system to ensure accurate and up-to-date information. < r>• Collaborate with the team to deliver excellent customer service and meet performance goals. < r>
What We’re Looking For: < r>• High school graduates (or equivalent) are welcome; college undergraduates encouraged to apply. < r>• Previous experience is a plus but not required—we’re happy to train motivated learners!
• Must be able to work on-site and attend on-site interviews.
• Fresh graduates are strongly encouraged to apply! < r>
Job Details:
• Position: Full-time, Entry-level < r>• Salary: Up to Php 30,000 per month < r>
Additional Benefits:
• Health and Life Insurance for your well-being < r>• Paid Training to set you up for success < r>• Paid Time Off (PTO), Bonuses, and 13th Month Pay < r>• Regular pay raises and opportunities for promotion < r>• Fun company events to celebrate our wins together! < r>
Work Schedule:
• 8-hour shifts availability < r>
Ready to join us? Apply today and take the first step toward a rewarding career with us!