CEA Specialist

Gratitude Inc

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1 year ago

CEA Specialist

2-5 Year(s)

30 - 40 Thousand p.a

Cebu Central Visayas

Job Description

Key Skills

Customer Service FNOL INSURANCE CLAIM

3 candidate(s) have already applied for this Job. Apply now

9 Headcounts

Cebu - location

PHP 26K-33K basic - salary

Night shift

work from office

Candidate must be graduate in any stream and or 2 yr associate degree, has coaching and training customer experience for soft skills essential in enabling our front-liners to connect better with customers and demonstrate excellent overall call handling.

Qualifications (External Candidates):

• At least 1 year BPO experience, preferably in FNOL or Insurance Claims

• At least 1 year training or coaching experience, preferably in Customer Experience

• College graduate or diploma with minimum of 15 years of education

• See competencies required

Job Title: Customer Experience (CE) Specialist

Job Grade: A2- Sr. Executive

Process: Allstate

Location: (insert location/s)

Likely Positions: (insert HC needed)

Position Overview

The primary role of the job is to advocate world-class customer experience to front-liners and support members of the program. The job focuses on coaching and training customer experience soft skills essential in enabling our front-liners to connect better with customers and demonstrate excellent overall call handling. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the CE AM/LAM in training our support members to champion customer experience to everyone in the account through monitoring and coaching, as well as active participation in CE projects.

Job Description:

Classroom Management/Modules/Up-training/Initiatives/Quality

• Diligently and enthusiastically advocate the CELEBRATIONS (Customer Experience) Program to all stakeholders of the account, as well as to the rest of EXL and its potential clients.

• CELEBRATIONS (Customer Experience) Program is comprised of:

• Customer Experience New hire Training

• EXCEED Coaching program

• EXCEL Learning sessions

• Tribal Welcome

• The Pulse

• Your Voice Matters (YVM) FGD sessions

• Engagement activities

• Facilitate final interview and call simulation for agent candidates to gauge customer service orientation and communication skills trainability.

• Develop and facilitate Customer Experience training for new-hire agents.

• Help the CE lead facilitate, oversee or coordinate the CELEBRATIONS program and other relevant projects in the assigned account/s.

• Audit calls of new-hire and BAU agents to identify behaviors, coaching and learning needs on soft skills pertinent to call handling and customer experience.

• Conduct one-on-one coaching with new-hire and BAU agents to develop or enhance ideal customer experience behaviors and improve their quality scores, CSAT, etc.

• Develop training materials, activities and assessments based on client updates; feedback from surveys; and results from new-hire assessments and PKTs.

• Facilitate customer experience or soft skills learning sessions BAU agents and frontline leads and support.

• Help the CE leads prepare for and/or conduct learning and development sessions for support.

• Help the CE leads gather, measure and analyze data to gauge the effectiveness of new-hire trainings and the CELEBRATIONS program on a regular basis.

• Protect the confidentiality of client information and EXL, and adheres to company policies.

• Ensure compliance with internal policies and procedures, external regulations and information security standards.

• Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.

Role

Customer Service Executive

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Customer Service

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