Careers at Home Credit

Customer Experience Specialist

Taguig | Marketing & Communications

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As part of our growth, your task will be:
  • Create and execute programs that increase employee engagement and drive the Customer Experience culture within Home Credit;
  • Identify opportunities to engage with Home Credit customers and translate them into actionable ideas that will deepen relationship with them;
  • Develop familiarity and expertise on internal processes implemented by various departments in Home Credit, use this knowledge to spot procedural gaps that hinder us from meeting the basic needs of a customer, and push changes that will allow Home Credit to deliver an amazing experience to our Customers;
  • Support identified Customer Experience Manager/s by:
    • Ensuring that BAU (Business As Usual) documentation for the assigned Touchpoints are complete and up to date, such as but not limited to Customer Journey Map, Frequently Answered Questions, and Customer Communications Inventory,
    • Performing minor tasks to help efficiently meet project deliverables for the assigned Touchpoints, such as but not limited to drafting of communication spiels, scripts, and content, and documentation of Customer Journey
  • Work hand-in-hand with the Customer Experience Head in ensuring that programs and projects implemented meet the core values of the Customer Experience Team; •Provide post-implementation report for programs and projects implemented;
  • Coordinate and align with the Customer Experience Team Members, other departments or units, and Streams in Home Credit for programs and projects that require their respective involvement.

You know you are the perfect fit if you have:
  • Bachelor’s Degree in Business Management, Industrial Engineering, Psychology or Behavioral Science •At least 2 years experience in Product Management, Project Management is an advantage
  • Excellent communication skills in English and Tagalog (both spoken and written)
  • Basic to intermediate skills in various computer programs such as (MS Word, Excel, PowerPoint)
  • Basic to intermediate skills in Problem Solving, Process Mapping, and Project Management
  • Demonstrates the core values of Customer Experience Team: Customer-centricity, Business-sense, and Collaboration
  • Possesses a can-do attitude and initiative, with the right balance of confidence and humility
  • Ability to quickly adapt and respond to changes in environment and priorities
  • Shows willingness to learn, and has a structured and organized way of managing tasks

Job Details
Employment Type
Marketing & Communications
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