It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Are you a leader who thrives in a fast-paced customer service environment while ensuring exceptional client satisfaction and team performance? We’re seeking a Home-Based Client Experience Manager to join our DCX team and support our U.S.-based clients in the promotional products industry. In this role, you will oversee the Client Services department, lead and develop team members, refine processes, and ensure clients receive timely, accurate, and professional support.
REQUIRED CORE COMPETENCIES
Leadership & Team Oversight: Strong ability to guide, support, and motivate team members while maintaining accountability for performance metrics and quality standards.
Clear & Confident Communication: Highly proficient verbal and written English communication skills; comfortable engaging with suppliers, clients, and internal teams.
Process-Oriented & Analytical: Skilled in analyzing processes, identifying inefficiencies, and implementing improvements to enhance department performance.
Collaborative & Independent: Able to work both within a team environment and independently with minimal supervision.
Detail-Oriented & Organized: Exceptional attention to detail, strong time management skills, and the ability to handle multiple priorities simultaneously.
WHAT YOU WILL DO
Monitor staff to consistently meet performance metrics and quality goals.
Ensure adequate staffing by coordinating and managing the team’s breaks, PTO, and attendance.
Support the training and development of the Client Services staff, including yourself. Provide training for new hires and update training for current staff. Foster teamwork, positive morale, and open communication.
Monitor department practices and work processes, tools and methodologies. Make suggestions for improvements.
Meet weekly with the Chief Strategy Officer to review department status and open issues.
Ensure the department delivers professional, friendly, and timely service to Clients using web-based programs, addressing issues, and providing problem resolution.
Ensure appropriate action is taken by each department member to customer inquiries, including updates on order status and complaints, including timely follow-up and accurate responses from start to finish.
Work closely with the client services team to build exceptional relationships with clients, BCs, and managers.
Oversee internal team members to resolve billing and technical issues and confirm client expectations are being met.
Lead the development of knowledge-based tools and client implementation – ensuring all programs are running efficiently, are meeting SLA’s, and are meeting the BC’s needs
Conduct regular team meetings and training.
Read and understand the client's plan documents, amendments, and online knowledge base tools, etc.
Audit month-end reports for proper invoicing on purchases and warehousing fees, as well as custom reports for the sales team and clients (as requested).
Complete special projects and perform other related duties as assigned by the CSO.
Oversee and manage Client Experience Representative IIs & Client Experience Representative IIIs and provide back-up coverage & direct support on their duties as needed.
WHAT WE LOOK FOR
Education: Bachelor's degree in Marketing, Communications, and Business Administration, or any related field.
Experience: 3-5 years of experience in a customer service role and experience supervising a team is highly desirable.
Language Proficiency: Strong verbal, written, and English communication skills.
Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.
Technical Skills:
Proficient in SKUvault, Shipstation, Brightsites
Experience with HTML is a plus.
Microsoft Outlook, Word, and Excel proficiency is a must. Excel Skills must be intermediate or better.
Proficient in the use of desktop and web-based computer applications.
A strong aptitude for numbers and problem solving, highly detailed, analytical, organized & quality driven.
Ability to absorb new product knowledge quickly and a desire for continued learning.
Excellent listening skills with a high level of initiative and follow-through.
Strong written and verbal communication and time management skills.
Availability to work a flexible work schedule and be punctual to work.
Classes in supervisory skills highly desirable.
WHAT WE OFFER
Salary Range: PHP 45,000 – 48,000
Industry: Promotional
Job Type: Full-time
Work Shift: 8:00 AM – 5:00 PM PST (USA)
Workdays: Monday through Friday (USA)
BENEFITS OF WORKING WITH US
Industry-leading salary packages
Permanent work-from-home setup
Company equipment provided
Internet stipends upon regularization
HMO Coverage
PTO credits and service incentive leaves
Major spring and winter company live events
Monthly employee appreciation virtual events
Company-provided career skills training courses
A company culture focused on your personal and professional growth
WHO WE ARE
DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams.
At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members.
If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW!
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!