Customer Experience Advocate

Asiacruit; Manila; On-site; PHP 300,000 - 600,000; Full time

Job summary

Asiacruit is seeking a Customer Experience Specialist to deliver exceptional service and strengthen customer relationships across all touchpoints in Manila. You’ll work with internal teams to improve service delivery, support retention initiatives, and drive CX process enhancements.

The role requires at least 2 years in CX-related fields and proficiency with CRM platforms and MS Office. You will be the primary contact for inquiries via phone, email, chat, and other channels, providing

Qualifications

• Bachelor’s degree in business administration, communications, marketing, hospitality, or related field.
• Minimum of 2 years in Customer Service, Customer Support, Customer Success, or Customer Experience.
• Strong verbal and written communication skills.
• Experience using CRM platforms and customer support tools.
• Proficiency in Microsoft Office applications.
• Highly organized, detail-oriented, and customer-focused.

Responsibilities

• Serve as the primary point of contact for customer inquiries through phone, email, chat, and other communication channels.
• Provide timely, professional, and empathetic support to customers.
• Resolve customer concerns, complaints, and service issues while ensuring a positive customer experience.
• Build and maintain strong customer relationships to promote loyalty and retention.
• Monitor customer interactions and identify opportunities to improve service quality and customer satisfaction.
• Gather, analyze, and document customer feedback, trends, and recurring issues.
• Recommend process improvements that enhance customer experience and operational efficiency.
• Support the implementation of customer-centric initiatives and service enhancement programs.
• Investigate customer concerns and coordinate with relevant departments to ensure timely resolution.
• Escalate complex issues as needed while maintaining clear communication with customers.
• Follow up on open cases to ensure satisfactory resolution and closure.
• Maintain accurate records of customer interactions, concerns, and resolutions within CRM systems.
• Track performance metrics, customer feedback, and service trends.
• Prepare reports and insights to support customer experience strategy and continuous improvement initiatives.
• Partner with Operations, Sales, Marketing, Product, and other internal teams to address customer needs.

Skills

Verbal communication

Written communication

CRM software

Microsoft Office

Problem-solving

Education

Bachelor's degree in business administration

Tools

CRM platforms

Customer support tools

Microsoft Office

Job description

Asiacruit is seeking a Customer Experience Specialist to deliver exceptional service and strengthen customer relationships across all touchpoints in Manila. You’ll work with internal teams to improve service delivery, support retention initiatives, and drive CX process enhancements.

The role requires at least 2 years in CX-related fields and proficiency with CRM platforms and MS Office. You will be the primary contact for inquiries via phone, email, chat, and other channels, providing