Talent.com
Client Experience Apprentice - Permanent WFH

Client Experience Apprentice - Permanent WFH

Cyberbacker CareersManila, National Capital Region, Philippines
2 days ago
Job description

About the Role

The Client Experience Apprentice (CEA) plays a critical role in ensuring clients achieve their goals, feel supported, and stay engaged with the company's services or solutions. Acting as the main point of contact post-onboarding, the CEA is responsible for building strong relationships, guiding clients through their lifecycle, resolving issues proactively, and driving long-term value and satisfaction.

This role is ideal for a strategic and empathetic communicator who thrives on helping clients succeed, improving retention, and contributing to a high-performance client experience team.

Key Responsibilities

Daily Role-Play and Skills Enhancement

  • Participate in daily role-plays.
  • Hyperbound customer service drills.
  • Simulate challenging service situations and proper handling, communication techniques, and resolution strategies.
  • Absorb real-time feedback to participants with emphasis on tone, empathy, listening, and professionalism.
  • Practice key soft skills including active listening, emotional regulation, positive scripting, and problem-solving.

Client Conversations & Relationship Management

  • Conduct regular client check-ins via calls, video meetings, or emails to assess satisfaction, usage, and evolving needs.
  • Build rapport with decision-makers and day-to-day client contacts to foster trust and engagement.
  • Act as the client’s main point of contact for inquiries, feedback collection, and success planning.

    • Proactive Account Monitoring

  • Schedule and document client interactions (weekly, bi-weekly, or monthly) based on client tier and lifecycle stage.
  • Track client activity, service delivery, and feedback trends to identify opportunities or risks.
  • Collaborate with internal teams (growth, operations and support) to coordinate responses and service enhancements.

    • Client Feedback & Issue Resolution

  • Capture insights from client conversations related to satisfaction, service quality, complaints, or suggestions.
  • Escalate concerns or unresolved issues to the appropriate teams for quick resolution.
  • Follow up to ensure closure and client satisfaction post-resolution.

    • Reporting & CRM Updates

  • Maintain accurate records of client interactions, concerns, and action items in the CRM or client success platform.
  • Assist in preparing client status reports or summaries for internal stakeholders or business reviews.
  • Track engagement metrics and check-in completion rates across your portfolio.

    • Success Metrics

  • # of client conversations and check-ins
  • Resolution time
  • Client satisfaction score (CSAT)

    • Reporting

  • Client Experience Trainer
    • Create a job alert for this search

    Experience Permanent • Manila, National Capital Region, Philippines