OUR BUSINESS

First Gen Corporation (First Gen) is a leading independent power producer in the Philippines that primarily utilizes clean and indigenous fuels such as natural gas, geothermal energy from steam, hydro-electric, wind, and solar power. The company has 3,489 MW of installed capacity in its portfolio, powering 21.4% of the country’s gross generation.

First Gen is a natural gas pioneer and owns four out of the five natural gas-fired power plants in the country. These are the 1500-MW Sta. Rita and San Lorenzo plants, the 97-MW Avion and the 414-MW San Gabriel power plant. Avion will be the first power plant in the Philippines to run on aero-derivative gas turbines while the San Gabriel plant is expected to be the most efficient natural gas-fired plant in Southeast Asia. First Gen also has the largest portfolio of power plants that use clean, renewable and indigenous fuels. The plants are present in all three grids of the Philippines, and can serve the baseload, mid-merit and peaking market segments.

“Going forward, we continue to keep our eye on remaining relevant, effective, pioneering, and smart about the choices we make in moving towards a decarbonized world… First Gen continues to care about the world we live in, and we will continue to dare to make positive contributions.” 
– President and Chief Operating Officer, Francis Giles B. Puno

First Gen Corporation

1. Customer Journey Mapping &amp; Experience Design

<ul>
	<li>Develop, update, and optimize customer journey maps across major touchpoints (lead generation, onboarding, billing, service requests, renewals, and digital interactions).</li>
	<li>Identify friction points, service gaps, and opportunities to improve customer experience using data and customer insights.</li>
	<li>Collaborate with Sales, Operations, Billing, Digital, and Marketing teams to implement journey improvements.</li>
	<li>Ensure consistency of experience and alignment with service standards and the company’s brand promise.</li>
</ul>

2. Customer Satisfaction &amp; Retention Monitoring

<ul>
	<li>Track and analyze customer satisfaction metrics (NPS, CSAT, CES), complaint trends, and service turnaround time.</li>
	<li>Monitor churn and retention rates and support the development of retention programs.</li>
	<li>Conduct customer interviews, surveys, and other feedback activities to understand expectations and pain points.</li>
	<li>Work with business units to strengthen customer engagement at high-impact moments of the journey.</li>
</ul>

3. Customer Feedback Mechanisms

<ul>
	<li>Design and execute customer feedback systems (surveys, VOC channels, digital feedback tools, post-interaction evaluations).</li>
	<li>Ensure regular and systematic collection of customer input across touchpoints.</li>
	<li>Maintain a structured approach to capturing, organizing, and analyzing customer feedback.</li>
</ul>

4. CX Data Analytics &amp; Insight Generation

<ul>
	<li>Analyze customer experience data to create actionable dashboards and reports.</li>
	<li>Connect CX performance to key business outcomes such as win rate, contract renewal probability, and overall retention.</li>
	<li>Translate insights into recommendations for journey improvements or internal process enhancements.</li>
	<li>Present findings and customer insights to management and cross-functional teams.</li>
</ul>

5. Cross-Functional Collaboration &amp; Input to Marketing

<ul>
	<li>Partner with Sales and Marketing to provide customer insights that shape communication plans, engagement activities, and customer education.</li>
	<li>Support digital and product teams with customer data and journey-related insights.</li>
	<li>Serve as an advocate for customer-centric thinking across the organization.</li>
</ul>

Qualifications

<ul>
	<li>Bachelor’s degree in Marketing, Business, Communications, or related field.</li>
	<li>Minimum 4 years of experience in Customer Experience, Marketing, or related roles; experience in utilities, energy, or service industries is an advantage.</li>
	<li>Strong analytical and problem-solving skills; ability to turn data into insight and execution plans.</li>
	<li>Experience in customer journey mapping, CX tools, or marketing automation is a plus.</li>
	<li>Excellent communication, coordination, and stakeholder management skills.</li>
	<li>Customer-centric mindset with the ability to balance business and customer needs.</li>
</ul>

Key Competencies

<ul>
	<li>Customer Experience Strategy</li>
	<li>Journey Mapping &amp; Process Improvement</li>
	<li>Customer Analytics &amp; Insight Generation</li>
	<li>Marketing Planning &amp; Execution</li>
	<li>Stakeholder Collaboration</li>
	<li>Project Management</li>
	<li>Communication &amp; Presentation Skills</li>
	<li>Adaptability in fast-growing markets</li>
</ul>

Sr. Customer Experience Officer

About Ylopo

Ylopo, LLC is a rapidly growing marketing and technology company providing internet marketing services and proprietary lead generation and engagement software to successful real estate agents across the country. We are seeking an outgoing, tech savvy individual to join our growing team.

Why work for Ylopo?

At Ylopo we offer team members:

A full time, permanent work from home set up

A commitment to personal development
guidance and support at a high level through interfacing with our Executive Team to prioritize goals as a company,

Excellent leadership and mentoring for our entry-level to senior staff, and recognition of outstanding efforts,

Team building events, team lunches/ happy hours, and other company wide events

A supportive, caring environment dedicated to continuous learning and growth.
With over a decade of experience in the real estate industry Howard is now back alongside Juefeng Ge, former head of digital marketing for TigerLead and now co-founder and Chief Marketing Officer of Ylopo, to leverage the latest and most effective technological advancements in the field to help Ylopo’s clients generate more business and better promote their team, brand, and listings.

Ylopo LLC

What is AI Voice? 

AI Voice is an exciting AI product that calls leads for Ylopo clients!

The AI Voice Support Specialist plays a crucial role in managing AI Voice submissions, interacting with clients to gather information, configuring AI Voice setups, and providing live product support. 

The responsibilities include both administrative tasks, such as updating trackers and Salesforce tags, and technical duties, like implementing AI Voice and configuring Strypes and CRM settings for clients. 

Effective communication skills, including Zoom, calls, texts, and email, are essential for client interaction. 

The AI Voice Support Specialist acts as a subject matter expert, guiding clients through the AI Voice implementation process and supporting them throughout their lifecycle. Collaboration with internal departments, including billing, sales, product support, and client success management, is a key aspect of the role.

 

Responsibilities:

<ul>
	<li>Support clients on AI Voice accurately and timely</li>
	<li>Configure AI Voice on client’s behalf</li>
	<li>Communicate with clients via zoom video, text, call, and/or email as needed to ensure a positive experience</li>
	<li>Serve as Subject Matter Expert for AI Voice product</li>
	<li>Meet all KPIs, including setup time and AI Voice accounts sent live</li>
	<li>Maintain satisfactory standards of training and undertake such training and development as reasonably required by the company</li>
	<li>The AI Voice Support Specialist acts as a subject matter expert, guiding clients through the AI Voice implementation process and supporting them throughout their lifecycle, including having retention conversations when needed.</li>
</ul>

AI Voice Support Specialist

Ylopo is looking for our next MaverickRE Business Development Representative superstar. We have more inbound leads than we can handle with our current small sales team. We’re looking for a new team member who can confidently and diligently turn qualified inbound opportunities into happy customers.

You'll love this role if you are a natural-born seller who yearns to be in a true team atmosphere where a driven individual can grow to unlimited heights in one of the largest and fastest-growing industries in the world.

 

Responsibilities:

<ul>
	<li>Respond quickly and professionally to inbound leads (calls, emails, and online inquiries)</li>
	<li>Utilize sequences to proactively reach out to leads in our database</li>
	<li>Qualify leads based on set criteria and schedule appointments with the appropriate sales representative</li>
	<li>Maintain accurate and up-to-date information in our CRM</li>
	<li>Collaborate with the sales and marketing teams to optimize lead conversion</li>
	<li>Follow up with prospects to nurture relationships and re-engage cold leads</li>
	<li>Hit daily, weekly, and monthly lead response and appointment-setting targets</li>
</ul>

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