08 April 2021
Client Experience Team Leader (BPO/Outsourcing Industry)

Overview:

Beepo is a Probe Group company, a full service Australian owned outsourcing company. With 12,600 people and over 15,000 deployed workstations across 6 countries. Making Probe the largest and most diverse Australian owned customer experience outsourcing provider. 
 
Our Beepo office is located in Clark, Pampanga. We provide exceptional workforce support to clients all over the world. Our primary focus is to help businesses grow sustainably with the help of fantastic Philippine talent.
 
You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your skills and innovative thinking to this role. This is an opportunity to grow your career quickly.
 
 
Duties and Responsibilities:
 
  • Customer satisfaction:  Become a trusted partner to the client to ensure they feel comfortable working closely with you to achieve their business objectives.  Ensure you are the day to day point of contact for each customer that is required to establish a strong business relationship in conjunction with the Talent Manager. Maintain high levels of customer satisfaction to deliver on growth objectives
  • New Customer Acquisition: Be actively involved in New Customer acquisition activities as required.  This includes: client tours; new business opportunities; identifying upsell opportunities; suggesting new positions.
  • Customer Issues:  Provide a quick response to client inquiries and questions using appropriate platforms as an avenue for prompt resolution of customer issues. Ensure all issues are recorded in the CRM (Hubspot) and escalated appropriately to CEM.
  • Tardiness:  Ensure the tardiness policy is followed and provided evidence that it has been rolled out by recording actions in the CE Log.  Proactively inform clients of employees that will be late for their shift.
  • Attendance Monitoring: follow the prescribed SOP for ensuring all team members are present at their work stations at least 10 minutes prior to the start of their shift.  Promptly notify clients of any absences for the day.
  • Client / Staff Catch ups:  as per the SOP ensure the 8 week process is followed and the weekly catch ups are scheduled with the staff and clients. Ensure that these are documented in the CE Log and CRM according to the standardised process.
  • Talent Acquisition: Aligning with the Talent Managers and TA Team to understand the client requirements, objectives of the role and cultural fit.  Interview candidates as required and follow up job offers with client  for Organic Growth.
  • Performance Reviews: Ensure Performance reviews are completed with direct reports (DR’s) with a development focus.  Timelines to be met for the 3 & 5 month Performance Assessment Reviews (PAR’s) and then annually moving forward.
  • Succession Planning Ensure each DR has an appropriate succession plan in place.  Ensuring a replacement strategy is in place for underperforming employees.
  • Reporting: With Client Experience (CE) Team ensure all staff have Performance Assessment Review (PARs) completed and CEMs to escalate where overdue (WOW opportunity)
  • Recruitment Support:  Work closely with the Talent Manager to ensure that quality employees are engaged in your cluster that meet the job requirements and client’s culture. 
  • Mentoring: Guide and direct the activities of the staff to ensure their interactions with clients reflects positively on the company.  Monitor the activities of the staff to ensure compliance with acceptable levels of customer service by conducting Monthly Catch Up or as often as needed.
  • Induction: Participate and assist in on boarding new CE Team members or other internal positions as needed.
  • Training:  Organise training programs for the CE representatives in order to update their job knowledge and enhance their skills.
  • Reporting & Analysis:  Accurate, relevant and timely encoding of all customer intelligence in CRM. Collect analyse and interpret customer interactions data to identify requirements and information useful in optimising customer experience.  Utilise customer (CRM) tools in coordinating and monitoring customer experience operations of your team.  On time delivery of end of month report, overseeing value ledger for each role are relevant, useful and skills understood by the client.
  • CE Logs: Ensure the CE Logs are updated on a daily basis (using standardised methodology) to record any communications with the client relevant to the team.
  • Client WOWs: Spend at least 45 minutes a day with your team reviewing the WOW’s for the team.  Use this as a face to face opportunity to develop a rapport with your team.
  • Activity Reports: Prepare the reports required for the client in regards to the activity of the team.  This should be customised to the client’s request.
  • Continuous Improvement: Understand the importance of Client Experience within the Beepo business plan and develop opportunities to deliver continual improvements. View all services from the client’s perspective, continually learn what it is like to be a Beepo Client / Customer, work with customer groups to gain feedback and implement change initiatives.  
  • Time Tracking. All staff to use time tracking tools in line with policy.
  • Measure team performance based on five key factors: Attendance, Helpfulness; Efficiency; Initiative; Quality
  • Contractual Obligations: Understand and apply all aspects of Beepo client contracts in place that relate to your customer group.  Ensure the team are educated on the requirements
  • Legislation: Fully understand all internal and external legislation relevant to the role.
  • Time Tracking: Ensure all staff understand the need to comply with the time tracking systems and correctly enter information required
  • IT Compliance: ensure IT security is complied with at all times.  Regularly brief your team on outcomes of Privacy Obligations and audits conducted randomly to assess client data security and Beepo IP protection. 
  • Participate in formal and on the job development and continually seek learning opportunities.  Attend and participate in (where possible) team meetings to help understand the business environment and how you contribute.
  • Actively participate in the performance development process and other feedback discussions
  • Follow stop, start, keep to re-assess and prioritise
  • Consistently demonstrate Beepo values: (Agility, Respect, Sophistication, Teamwork, Continuous Improvement and Client Focus) and Customer Experience Standards to internal and external customers, suppliers and partners
Qualifications and Experience:
  • Bachelor’s Degree in Business Administration, management studies, or in a related discipline.  
  • Prior experience (up to 5 years) in the field of Customer Service or Marketing
  • Proven experience in leading and developing others
  • Advanced skills in MS Office and Google Docs 
  • Well-developed communication skills.  Ability to effectively interact with clients to identify and process their requirements.  Advanced English communication skills are critical
  • Advanced Customer Service skills and problem solving skills and ability to courteously interact with clients to ensure positive customer experience
  • Able to develop new solutions to meet customers’ changing expectations
  • Constructively and continually able to look for creative solutions to deliver tangible improvements
  • Leadership skills – ability to organise and direct the activities of the CE team to ensure the delivery of high-quality service and value to customers
  • Strong ability to organize effectively, delegate responsibility and solve problems quickly
  • Able to analyse customer metrics, including Net Promoter Score
  • Proven planning and organising skills
  • Credible across service areas, creates positive working environments, manages conflict
  • Demonstrates consistent excellence in standards, behaviours, knowledge and skills
  • Self - aware, positive interpersonal skills yet determined
  • Willing to integrate across service areas, cross functional customer
  • Able to have difficult conversations, clearly explain initiatives in sufficient detail to gain understanding, and the support of internal customers and partners
  • Schedule: Mondays to Fridays, Day Shift