Customer Experience (CX) Coach - Elevate Client Support Excellence

Join RealPage Philippines as a Customer Experience (CX) Coach and play a pivotal role in transforming our Tier 1 Product Support team into a world-class customer service powerhouse. Based in the vibrant hub of Bali, Indonesia, you’ll drive operational excellence and foster a culture of exceptional customer service. In this role, you’ll work closely with the team to implement best practices, conduct training sessions, and provide ongoing coaching to ensure our customers receive the highest level of support. This is your chance to make a tangible impact on our customers' experience and elevate our brand reputation.

At RealPage Philippines, we are committed to delivering innovative real estate solutions that empower our clients. Our team in Canggu, Bali is at the forefront of this mission, and we are looking for a passionate and experienced CX Coach to join us. You will have the opportunity to work with cutting-edge tools such as Zendesk, Salesforce, and other customer service platforms to streamline our support processes and enhance our customers' satisfaction.

📋 Tanggung Jawab Pekerjaan

• Lead and coach the Tier 1 Product Support team to achieve and exceed customer service excellence metrics.
• Develop and implement training programs to enhance agent skills and knowledge.
• Conduct regular performance reviews and provide constructive feedback to support team members.
• Monitor and analyze customer feedback and support metrics to identify areas for improvement.
• Collaborate with cross-functional teams to ensure seamless customer support processes.
• Stay updated with industry best practices and trends in customer service.
• Participate in quality assurance activities to maintain high service standards.
• Report on team performance and provide actionable insights to management.

🎓 Kualifikasi & Syarat

• Bachelor’s degree in Business Administration, Psychology, or a related field.
• Minimum of 5 years of experience in customer service, coaching, or training.
• Proven track record of improving customer service performance and satisfaction.
• Strong knowledge of customer service software such as Zendesk, Salesforce, or similar platforms.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Certification in customer service or coaching is a plus.
• Fluency in English is required.

🛠️ Keahlian

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