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KMC Work Location: ZETA

Location: Quezon City, Metro Manila

Date Posted: 2022-08-01

Hiring Organization: KMC Solutions | XTN-03A9983

Career Category: Call Center Operations

Job Description

Job Purpose
The CX Project Executive is a member of a support unit (Strategic Executive and Service Delivery 
Team) within the Customer Experience (CX) Division that makes up of customer fronting and supporting 
teams from Customer Service (CS) and Technical Services. He/She is responsible for project 
engagements and activities relating to systems, product, services and promotions etc. to ensure that 
frontline users’ needs and customer experience are taken care of. He/She is required to work 
cooperatively and effectively with others to ensure and enhance organizational effectiveness during 
their job assignments.

Manage product/marketing/CX driven projects

• Manage projects and ensure completion within stipulated timeline
• Working cross-functionally within our organization, you will have to understand all aspects of the project.
• Single point of contact to work with various departments in the organization, including but not limited to:
➢ Resource Management (RTA) team, to check for impacted teams in CX Ops and 
alert RTA on upcoming comms
➢ Process team, for creation, documenting or updating of process in KM, and to vet 

➢ Training team, to assess if training to frontliners is required 
➢ Comms team, to vet comms content and FAQs
➢ UAT team, to check on testing progress and any showstopper

• Perform call out for any potential issues that may hinder the success of a project.
• Establish mitigation measures to address identified impacts
• Provide regular reporting on the status of the project
• Manage unforeseen situations and escalate in a timely manner
• Provide feedback on completed projects and share insights with relevant stakeholders on how we can improve in subsequent projects
• Post-project deployment – study the success measurement of the deployment

• Minimum 2 years’ relevant experience in a fast-paced environment
• Diploma holder in Information and Communications Technology/Business
• Call Centre/Sales Operations/Project Management related experience is a plus
• Preferably with knowledge in Customer Service processes and Telecommunication products
• Proficient in MS Office, Excel and Powerpoint applications
• Customer-oriented with good communication and interpersonal skills
• Meticulous, analytical, dynamic team player and able to work well under pressure