Customer Experience Manager | Semi-Flexible | Hybrid | Kuala Lumpur

Shape Global Success, Right from Kuala Lumpur – Empower Your Career with Industry Leaders!

Join a company that’s revolutionizing global outsourcing. At Emapta, we offer personalized solutions that empower businesses to seamlessly integrate high-quality offshore talent into their operations. Founded in 2010, we’ve grown to 7,000+ employees, working with clients across six countries. We provide not only skilled teams but also world-class office spaces, advanced IT solutions, and comprehensive support, ensuring businesses thrive. Be part of our mission to build exceptional global teams and make a meaningful impact—without the need to relocate.

Your Role in Driving Client Success

Be part of our client’s team as a Customer Experience Manager and take charge of shaping client interactions, ensuring satisfaction, and driving performance. You'll lead client management, guide teams, and oversee service delivery—all while ensuring the highest level of customer engagement.

Employment type: Full-time
Shift: Semi-flexible
Work setup: Hybrid, Kuala Lumpur

Key Plays: What You’ll Own and Deliver

Client Management:

• Build strong relationships with key client staff and customers.
• Develop action plans to support customers' business needs.
• Schedule regular meetings and business reviews to ensure customer satisfaction and a positive experience with Emapta’s services.
• Act as the primary point of contact for requests or complaints, escalating issues as necessary.
• Ensure both the company and clients adhere to contract terms and labor laws.
• Coordinate with departments such as Growth, Marketing, Recruitment, Finance, People and Culture, IT, Customer Enablement, Customer Engagement, and Executive Management to meet account performance objectives and address client staff concerns.
• Lead and supervise the Internal Service Delivery Team (ISDT) to ensure positive customer experiences in daily interactions.
• Adhere to acceptable First Response Time and Average Handling/Resolution Time standards.
• Maintain the seat allocation/utilization report.
• Spearhead invoice review initiatives with the ISDT by reviewing invoice-impacting data weekly to ensure 100% accuracy.

Reporting:

• Collect, analyze, and interpret performance data to create comprehensive reports on client staff performance.
• Effectively communicate insights and trends to stakeholders and senior management, offering actionable recommendations to improve metrics and performance.
• Collaborate with internal and external stakeholders to identify differences in needs, preferences, and reporting requirements.

Stakeholder Management:

• Identify and engage key internal and external stakeholders to understand their needs and expectations related to client staff performance and customer satisfaction.
• Maintain effective communication channels with stakeholders, keeping them informed about process updates and best practices.
• Proactively address stakeholder concerns to build positive relationships and ensure satisfaction with the Customer Experience Management (CXM) team.

Other Responsibilities:

• Perform any administrative or non-administrative duties as assigned by the company’s representatives, either through written orders or verbal assignments.

The Winning Formula: Skills You Bring to the Table

• Minimum of 3 years of experience in Customer Success or Account Management
• Excellent communication skills across phone, email, and presentations
• Proven ability to build cross-functional relationships and translate business value to customers
• Strong data analysis, time management, and flexibility
• Bachelor's degree (BS or BA) or equivalent work experience

Your Rewards: The All-Star Benefits Package

• Government benefits
• Eight (8) days annual leave
• Career growth opportunities
• Diverse and supportive work environment
• Upskilling programs via Emapta Academy

Welcome to Emapta Malaysia!

Emapta is revolutionizing the outsourcing industry with innovative, tailor-made solutions that empower businesses to build dedicated teams globally. With a decade of experience, Emapta specializes in creating high-quality offshore teams that integrate seamlessly into their clients' operations. Serving over 700 clients across six countries, Emapta is known for its focus on client control and transparency, allowing businesses to maintain complete oversight of their offshore teams. Emapta's commitment to nurturing both talent and client relationships ensures top-notch service and satisfaction.