Digital Strategist

Increase the font size  Reduce the font size 2022-10-08 IP Location 菲律宾 162
Industry Category Sales / Marketing Position Digital Marketing
Recruitment Department Number Of Recruits several
Work Location Metro Manila (NCR) Pasig Nature Of Work Full Time
Gender Requirements Male Marriage Requirement No marital status restrictions
Education Level Open to all levels Work Experience No work experience restrictions
Age Requirement Above 18 years old Salary Package Negotiable
Updated Date 2022-10-08 Valid Until Long-term validity
Job Description

Dive deep into the day-to-day customer support questions and complaints across chat, messaging, and SMS, while at the same time, think strategically about connecting the dots between channel pivoting, creating a 360-degree view of the customer, and the overall agent experience. This role requires creativity, strategic thinking and operational excellence. Ideal candidates will be comfortable with leading chat, messaging and omnichannel software tools, CRM systems, knowledge base tools, virtual assistants/chatbots, and appreciate the importance of research and gathering data insights.

• Devise and implement a chat/messaging/sms customer support strategy that includes both a current state and future state roadmap.

• Be a subject matter expert on chat/messaging/sms and provide guidance on strategies for supporting customers for both service and sales contacts to VXI clients and internal operations stakeholders.

• Conduct gap assessments and create recommendations for continuous improvement based on a deep understanding of chat/messaging/sms metrics and data analysis

• Uses data to continuously improve performance, identify knowledge gaps, and determines root causes for bottlenecks

• Review and provide recommendations on existing standard operating procedures as well as develop brand new ones for chat/messaging/sms.

• Help establish KPIs/goals in the SOWs of the clients and create processes that will help our internal operational stakeholders meet or exceed those goals. Ensure those processes get the proper training.

• Help to create the training materials for chat/messaging/sms channels and/or processes and procedures

• Develop chat/messaging/sms escalation procedures for clients

• Help to build out reporting dashboards to help clients measure success (weekly, monthly, quarterly and in-the-moment monitoring) 

• Partner with cross-functional stakeholders to share customer support findings for each channel such as volume, insights, observations, success metrics and voice of the customer.

• Participate in QBR discussions, strategic meetings with clients.

Requirements:

• Excellent at building relationships with people

• Strong problem-solving skills

• 3-5 years relevant professional experience in digital customer experience, strategy, platform management, and reporting.

• Experience managing and working with chat/messaging/sms channels 

• Experience using Live Person, Intercom, Live Chat, Zendesk, Salesforce Service Cloud, Twilio Flex, Amazon Connect, What’s App, Apple Business Messenger, Google Business Chat is a plus.

• Strong understanding of chat/messaging/sms metrics and why they matter.

• Customer Service knowledge and the ability to dive deep into operational details.

• Experience scaling chat/messaging/sms programs, teaching and inspiring others 

• High degree of professional maturity, judgment and communication.

• Adept at creating processes and workflows 

• Strong verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical teams

• Highly organized, self-motivated, detail-oriented, and ability to work independently.

• Ability to handle multiple tasks in a fast-paced environment

• Strong Knowledge of Computer Applications Including: Microsoft Office, Google Chrome, and Internet Explorer.

• Ability to travel up to 25% (if needed)

• Bachelor’s Degree (or actively pursuing) in Business, Management, or Marketing 

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More>Company Introduction
Welcome to VXIAt VXI, we pride ourselves in helping our client partners develop technologies and customer care services that enable them to manage their business and customer relations more efficiently.We leverage our deep understanding of our clients’ challenges and opportunities, and we respond by designing custom solutions empowering our clients to respond with agility to swiftly changing market trends and ever-increasing customer demands.Headquartered in Los Angeles and with over 28,000 employees worldwide, our integrated service centers support all customer engagements in multiple languages in the United States, Philippines, Jamaica, Guatemala, and China.Our innovative solutions and professional teams enable our clients to focus on their most critical business goals, grow market share, increase geographical diversification, and lower costs while maintaining the highest of quality standards.We are confident in our abilities to make a significant contribution to your business growth. Contact us today to find out how we can be partners to achieve your success.The VXI StoryVXI Global Solutions, formerly Multi-Cultural Marketing, was initially created as an integrated customer contact center in 1998. We rapidly grew our vertical market expertise and language capabilities, specializing in call center and BPO services, multilingual support, software development, quality assurance testing, and infrastructure outsourcing. It didn’t take long for us to join the ranks of the top 50 telemarketing companies in the United States.In 2001, we rebranded to VXI Global Solutions, Inc. to better reflect the breadth and sophistication of services and solutions that we provide to our clients.Continuing on our growth path, VXI expanded operations into China in 2005 by acquiring the necessary licenses to operate throughout the country. Our experience in the Chinese market has allowed us to assist multinational companies looking to expand their reach into one of the world’s largest global economies shaping the next phase of their growth.In 2013, Bain Capital made a minority investment to help the company add experienced personnel, expand our geographic footprint, and to invest in best-in-class technologies and processes. VXI acquired global ITO and R&D technology development company Symbio in December 2014. The move signified an expansion in our programming and technology development strategy.With over 28,000 people across 42 locations worldwide, VXI Global Solutions is one of the fastest growing, privately held business services organizations in the United States. Today, our client partners rely on our complete range of customer management contact center and technology solutions to retain and grow their customer base while maintaining the highest level of quality and operational excellence.Our Mission:Together with our partners we design, build, implement and support innovative customer engagement platforms by seamlessly integrating customer insights utilizing our robust technology and world class business services.Our Values:Excellence: From how we develop our talent to how we push ourselves to provide the best, most innovative products and reliable support, we constantly set the industry standard.Agility:  We’re receptive and responsive to ever changing markets, technologies and customer desires, and possess the flexibility to scale from start-up to enterprise-sized challenges.Teamwork:  We value close collaboration among our diverse set of talents and perspectives, and encourage respectful debate in pursuit of a common goal.Integrity: In each interaction whether it be with clients or with our peers-we are honest, accountable and manage expectations to foster a positive and productive work environment.Inventiveness: We believe in the power of curiosity and proactive exploration to find the greatest potential of an idea or support solution-we never stop asking if things can be better.In 2003, VXI expands in the Philippines with a 50-seat OB sales operation, scaling to 600 seats in less than a year. Now, VXI Philippines has 13,000 employees and growing.METRO MANILANORTH EDSA:  G/F Panorama TechnoCenter, 1029 EDSA, Quezon City.MAKATI: G/F Makati Cyber Two, EDSA Buendia, Makati CityMOA: G/F, Five Ecom Center, Pacific Drive, MOA Complex, Pasay CityDAVAOROBINSONS LANANG: 2/F Robinsons Cybergate Lanang, Davao CitySM ECOLAND: 2/F Annex SM city Davao, Ecoland, Davao CityFELCRIS CENTRALE: G/F Felcris Centrale Mall, Quimpo Boulevard, Talomo, Davao City


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