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Job Title
Customer Experience Specialist
Location:
Silver City, Pasig, Philippines
Job ID:
JOB_0056
Job Description

Job Responsibilities:

 

The primary role of a Customer Experience Specialist is to address customer issues and resolve them in a timely and efficient manner. You are expected to interact with customers on a variety of channels such as phone, email, and social media, and ensure that all valid customer concerns are being dealt with immediately. Job level progresses based on skill set and competencies displayed as well as actual execution of job functions, including, but not limited to:

 

  • Manage incoming phone calls, email, social media and take the extra mile to engage customers
  • Identify and assess customers’ needs to achieve satisfaction
  • Escalate unresolved issues to the appropriate internal teams
  • Collect prompt and accurate feedback from customers
  • Provide accurate, valid, and complete information by using the right methods/tools
  • Handle customer complaints, provide appropriate solutions and alternatives within determined SLA; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Purchase Order and Sample Order creation, review, release
  • Work on RMA requests, Invoice inspection, timely processing
  • Provide ETAs and tracking numbers proactively
  • Front line support for all warranty issues
  • Weekly open order review and inspection, communication to partners
  • Other tasks and projects assigned by manager

 

 

Job Requirements:

  • Experience with Operations, Sales Support, and/or Customer Support related functions
  • Strong phone contact handling and active listening skills
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Logical, highly accurate, analytical & critical thinking skills
  • Eager to learn cross-functional tasks
  • Excellent written and verbal English communication skills
  • Ability to maintain the confidentiality of sensitive information
  • Ability to work independently and as part of a team
  • Willingness to adapt to changing business needs
  • Ability to work under pressure and meet SLAs
  • Willing to work on night shift and hybrid work model at Silver City
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