AU Customer Experience Solutions Specialist

Clark Development Corporation; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Clark Development Corporation seeks an AU Customer Experience Solutions Specialist to bridge business goals with Zendesk-powered CX improvements. You will lead discovery workshops, map workflows, and configure Zendesk features so agents operate efficiently and deliver tangible value.

Responsibilities include training, demonstrations, and guiding implementations, while advising on best practices to scale support operations and improve customer experience across multiple clients.

Qualifications

• 3+ years in contact centre leadership, consulting, or core support roles.
• Excellent communication and presentation skills for technical and non-technical audiences.
• Strong stakeholder management and ability to influence decisions.
• Highly developed emotional intelligence for success in this role.
• Keep up with latest trends and product updates to inform customers.
• Hands-on Zendesk admin experience (2+ years).

Responsibilities

• Lead discovery workshops with client leadership to map goals to Zendesk configurations.
• Map workflows and configure Zendesk features to support agents.
• Provide product trainings, demonstrations, and stakeholder presentations.
• Support implementations ensuring alignment with tactical and strategic goals.
• Advise on scaling support operations and optimizing CX.
• Translate business requirements into practical solutions.

Skills

Contact centre leadership

Communication skills

Stakeholder management

Emotional intelligence

Ambiguity framing

Zendesk admin

Zendesk experience

Tools

Zendesk

Job description

AU Customer Experience Solutions Specialist

No two days will look the same. One day you might be running a discovery workshop with a client'sleadership team, the next you could be mapping workflows, or helping configure Zendesk features sothey support how agents work. You'll spend your time connecting high-level business goals withpractical solutions, making sure our customers can see the tangible value of the platform.

• Bring your contact centre experience to partner with clients and understand their strategy,define business goals and how to leverage Zendesk (and other systems) to enable them. Youare more than a technical resource.
• Facilitate product training, workshops, demonstrations and general presentations for a rangeof stakeholders.
• Support implementations and workflow configuration, ensuring your projects meet bothtactical and strategic goals.
• Advise on best practices for scaling support operations, addressing operational improvementopportunities and customer experience.
• Bring clarity to situations where objectives are intangible, ambiguous, or high-level.

Job Qualifications

Skills and Experience

• Minimum 3+ years in contact centre leadership, consulting, or a core role in support ofcontact centre operations (required). You must display a working understanding of all facetsof the contact centre, primarily customer-facing and roles/functions in support of a frontlineteam.
• Contact centre leadership experience is essential for this role.
• Excellent communication and presentation skills, able to engage both technical andnon-technical audiences.
• Strong stakeholder management skills and the ability to influence decision making.
• Highly developed emotional intelligence qualities are crucial to the success of this role.
• Learn and evolve. The industry and products move fast. You will need to keep on top of thelatest trends and updates to help inform our customers.
• Experience with Zendesk as an admin, power user, or operational lead (other CX platforms aplus) (required).
• Admin level Zendesk experience with at least 2 years of hands-on platform management isrequired.
• Demonstrated ability to translate business requirements into practicalsolutions.
• Comfortable working with ambiguity and framing discussions around goals and outcomes, notjust features.

Location Beepo Inc 2nd floor Business Center 9 Philexcel Business Park MA Roxas Hiway CFZ Pamp