Customer Experience Associate: Proactive, Data-Driven Support

Hammerjack Pty Ltd

Muntinlupa

On-site

PHP 279,000 - 391,000

Full time

3 days ago

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Job summary

Hammerjack Pty Ltd is seeking a Customer Service Associate to provide proactive, end-to-end customer support and engagement across channels, focusing on optimizing the customer journey with empathy and data-driven insights. You will liaise with the Operations Supervisor and handle high volumes of inquiries, aiming for exemplary service and first-contact resolution.

The role requires strong English communication, a customer-first mindset, and the ability to work both independently and with a team

Qualifications

Must have superior English communication and customer-centric mindset.
Experience in contact centres or customer service roles is preferred.
Familiarity with CSAT, NPS and CES metrics helps measure impact.

Responsibilities

Coordinate and report directly to an Operations Supervisor.
Handle high volumes of inquiries from customers via chats, messaging and emails.
Deliver empathetic, proactive customer experience and guide next actions.
Provide high-quality support across channels (email, messaging, etc).
De-escalate issues using empathy and effective resolution skills.
Manage time and prioritization to handle lots of messages in a fast-paced environment.
Leverage customer data and feedback tools to anticipate needs and propose solutions.
Identify and report recurring CX issues to the Supervisor.
Monitor and improve the customer journey by spotting trends and pain points.
Contribute to CX process improvements, scripts and service flows.