Customer Experience Associate
Cargo Padala Express Forwarding Services Corp
- Head Office, Pasay City
Job Description
- Monitors proper branding presentation and compliance with the branding policy. This involves monitoring compliance of the Customer Care Section and all employees to the set customer care standards and guidelines.
- Assist the CX Manager in the development of the customer care standards and guidelines, i.e., drafting of scripts, spiels, etc.
- Assist the CX Manager in training all organization members on customer-centric approaches and best practices to foster a customer-obsessed culture throughout the organization.
- Track and ensure that all customer communications, including complaints and feedback, are responded to according to the service level agreement (SLA).
- Conduct quarterly customer satisfaction survey (CSAT) and net promoter score (NPS) survey. This includes submission of results to the CX Manager.
- Execute external and customer-related events of the company. This also includes organizing and executing the set CSR activities according to timeline.
- Assist the CX Manager in conducting monthly QA of all internal and external touchpoints to ensure customer experience across all platforms.
- Prepare proposals for corporate tokens and giveaways.
- Execute branding initiatives as planned, in collaboration with the. This includes office branding, fleet dress-up, and employee branding, among others.
- Perform other tasks that may be assigned to him by his superior.
