Customer Experience Manager (Hybrid Working)

Company Description About SEEK At SEEK, we serve a noble purpose: to help people live more fulfilling and productive working lives and to help organisations succeed.
By joining us, you'll be part of a multi-national technology business that is far-reaching with a start-up working culture that focuses on a set of collaborative values and appreciates dynamic cultures. SEEK is a place where potential meets possibility – it's where your career aspiration and our purpose can make great things happen.
Why join us? Be part of a multi-national tech company with strong core values to help us solve complex challenges for our customers while building a flexible, exciting career – one that could take you anywhere.
We're looking for people who thrive in dynamic teams and enjoy taking on regular new challenges in a large-scale, modern, and agile environment.
As one of Asia Pacific's largest tech companies, you'll contribute to multi-lingual systems, solving high-impact problems to the benefit of millions of people within the region.
Be part of a fast-growing company with a strong culture and clear purpose, innovation and strong investment in responsible AI. SEEK offers you the opportunity to be involved in impactful work and be part of a great team.
Expect a great investment in your career development with access to workshops, conferences and courses while you work alongside seasoned experts.

Job Description Reporting to the Team Lead, Customer Experience Manager, this is a pivotal role which involves working closely with our customers to drive behavioural change, adoption and sustainable growth of product usage within our customer segments. Your role is therefore crucial for our business purpose to help our customers succeed.
Based in the Kuala Lumpur office, you will work closely with Sales and the wider Customer Success team, and more broadly with other country teams.
Your understanding of recruitment systems and processes will enable you to position yourself as a trusted advisor to clients, educating them on our products and assisting them in their needs.
Using data, you will draw insight on client performance and identify where there is opportunity to drive further product adoption or remove retention risk. This role is a key channel of feeding client insights back into SEEK. In this role, you will also be contributing to customers through your insights and engagement.
Key accountabilities include: Use your analytical skills to identify target clients, then work on the right engagement plans to drive product adoption and usage, and manage any risks.Understand the key drivers of behavioural change and implement webinars or calls for the customer, in line with business strategic priorities.Work closely with the client to identify their sourcing needs.Continuously maintain a deep understanding of our product solutions to be the subject matter authority for our clients.Manage customer satisfaction throughout the customer life cycle. Qualifications Passion and addiction with our customers and solving for their needs: have a natural interest in customer service.Consistent track record of building and managing strong client relationships via telephone or online tools.Ability to handle high call volume daily.Good communication skills, with the ability to influence & drive behavioural change.Good analytical skills.At SEEK we offer: Support of flexible working (Hybrid), including a mix of office and work from home days depending on your roleA dedication to operating sustainably, a certified carbon neutral business operation, with the target of 100% renewable energy by 2025, and net zero by 2030Annual Performance Bonus PlanPaid and unpaid leave benefits including Personal FlexiThe opportunity to work from anywhere for up to 4 weeks per financial yearSEEKer Support, a confidential service that offers employees access to free quality counselling sessions with a mental health professional of choiceCasual dress – every day Additional Information At SEEK, we are passionate about encouraging a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.
We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we encourage applications from people with a diverse group of backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mentality but don't meet every responsibility or qualification listed in this advertisement, please still we'd love to hear from you.
Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us, and we will be happy to assist.
For this role, only those with eligible right to work will be considered.
SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.