Offer description

MVP Asia Pacific Inc. is a leading outsourcing company located in the Clark Freeport Zone, Pampanga

Philippines. MVP was founded with the aim to be a bridge between highly skilled offshore professionals and

small, medium and large-sized enterprises. MVP’s build rapport with clients to help them scale ridiculously fast.

Are you hungry for growth, passionate about learning and looking for a fun working environment? We got you!

Join our growing team of MVPs!

We are looking for top talents who can effectively deliver excellent support to our valued Clients.

We offer learning opportunities, career growth and work-life balance.

Client Experience Officer

Job Description

• Serve as day-to-day first point of contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.

• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, ensuring retention, and high levels of customer satisfaction.

• Assess, clarify, and validate clients’ needs on an ongoing basis.

• Operate as a point of contact for all matters specific to allocated clients and team members relating to Finance, Information Technology, and Human Resources.

• Meet regularly with the internal team to discuss progress and find new ways to improve business.

• Facilitate interaction and workflow between departments, to ensure deliverables are on time.

• Maintain accurate client records, keeping track of any contract updates and renewals.

• Identify upsell and renewal opportunities and communicate with the sales team regularly.

• Prepare necessary reports to analyze trends in eNPS and NPS scores to identify areas of improvement.

• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.

• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.

• Collaborate with the Client Experience Manager and Account Manager in preparation for the monthly/quarterly business review with the client

• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.

Qualifications

• Graduate of Management or any related.

• Has over 2 years of experience in Client Account Management.

• Client-Focused Solutions Experience.

• Demonstrated ability to be professional, calm, flexible, resilient, solution oriented, and creative.

• Cross-cultural sensitivity, knowledge of and ability to work with people of diverse backgrounds.

• Excellent oral and written communication and representational skills.

• Excellent organizational skills and strong attention to detail.

• Strong interpersonal skills and the ability to work effectively both in groups as well as independently.

• Demonstrated sensitivity and discretion when handling confidential information.

• Willing to work on night shift – 9:00 PM/ 10:00 PM/12:00 AM start.

Requirements

• Minimum education level: Bachelor´s Degree
• 3 years of experience
• Availability to travel: No
• Availability of change of residence: No

More than 30 days ago

About MVP Asia Pacific, Inc.

Mercantile Venture Partners Asia Pacific Inc. is a Business Process Outsourcing (BPO) company that offers the services of elite professionals from all walks of life. The efficiency and unparalleled work ethic of our offshore staff results in reduced overhead costs and increased profits, allowing you to grow your business considerably.

Distance does not diminish the quality and precision of our remote staff’s hard work. In fact, the endless ocean that lay between us and our clients onl...

Mercantile Venture Partners Asia Pacific Inc. is a Business Process Outsourcing (BPO) company that offers the services of elite professionals from all walks of life. The efficiency and unparalleled work ethic of our offshore staff results in reduced overhead costs and increased profits, allowing you to grow your business considerably.

Distance does not diminish the quality and precision of our remote staff’s hard work. In fact, the endless ocean that lay between us and our clients only serves to challenge us and increase our fervor.

Our Creative Team nurtures the ideas entrusted to us, pushing the boundaries of creative possibility while remaining true to the client’s vision. Our artists are vital to visionaries starting a business, thanks to the impact of their design prowess in terms of gaining prominence.

Our Software Engineers ride the waves of technological advancements; simultaneously learning and adapting while encoding brilliant ideas, giving them form in virtual space. With The Internet of Things casting an exponentially widening net over the world, our tech wizards are the final defense against obsolescence.

Our Support Team produces logistical results with quality and precision. MVP’s call center is staffed by customer service representatives who are intensely focused in generating leads for our clients. And should the perfect storm arise, our clients can be confident at our customer service team’s capacity to adapt to the most stressful and time-sensitive situations.

We may be a BPO company but that alone does not define us. We are a nexus of talented individuals and together we form the gateway between ideas and successful ventures.