Customer Experience Associate – Taguig & Pampanga

Gratitude Philippines; Manila; On-site; PHP 201,000 - 312,000; Full time

Job summary

Gratitude Philippines is seeking a Customer Experience Associate to join our team in Taguig City or Pampanga. You will handle customer inquiries, resolve issues, and deliver friendly, accurate information while upholding service standards.

Ideal candidates have 1–4 years in customer service, strong communication and problem-solving skills, and are willing to work onsite with flexible shifts. The role offers a competitive monthly salary of ₱18,000–₱28,000 and room to grow within a dynamic

Qualifications

• 1–4 years of relevant customer service experience.
• Experience in utilities, telecommunications, insurance, banking, or financial services is preferred.
• Strong verbal and written communication skills.
• Good listening, problem-solving, and interpersonal skills.
• Ability to handle customer complaints and challenging situations professionally.
• Basic computer proficiency and the ability to navigate multiple systems.

Responsibilities

• Respond to customer inquiries through assigned communication channels, including phone, email, or chat.
• Provide accurate information about products, services, account details, and company procedures.
• Resolve customer complaints and concerns professionally and efficiently.
• Identify customer needs and recommend appropriate solutions.
• Escalate complex issues to the appropriate department when necessary.
• Maintain accurate customer records and document interactions in the designated systems.
• Follow standard operating procedures (SOPs), quality guidelines, and service-level agreements (SLAs).
• Demonstrate empathy, patience, and professionalism in all customer interactions.
• Meet performance targets related to customer satisfaction, quality, productivity, and attendance.
• Maintain the confidentiality of customer information and comply with applicable data privacy policies.
• Collaborate with team members and supervisors to achieve operational goals.

Skills

Communication skills

Problem solving

Interpersonal skills

Customer service

Job description

JOB DESCRIPTION:Customer Experience Associate

Location: Taguig City & Pampanga, Philippines

Experience: 1–4 Years
Salary Range: ₱18,000–₱28,000 per month
Employment Type: Full-Time
Work Setup: Onsite
Preferred Industries: Utilities, Telecommunications, Insurance, Banking & Financial Services

Job Summary

We are seeking customer-focused and service-oriented Customer Service Representatives (CSRs) to join our team in Taguig City and Pampanga. The ideal candidates will have 1–4 years of customer service experience, preferably in utilities, telecommunications, insurance, banking, or financial services.

The successful candidates will be responsible for handling customer inquiries, resolving complaints, providing accurate information, and delivering excellent customer service while maintaining quality standards and adhering to company policies.

Key Responsibilities

• Respond to customer inquiries through assigned communication channels, including phone, email, or chat.

• Provide accurate information about products, services, account details, and company procedures.

• Resolve customer complaints and concerns professionally and efficiently.

• Identify customer needs and recommend appropriate solutions.

• Escalate complex issues to the appropriate department when necessary.

• Maintain accurate customer records and document interactions in the designated systems.

• Follow standard operating procedures (SOPs), quality guidelines, and service-level agreements (SLAs).

• Demonstrate empathy, patience, and professionalism in all customer interactions.

• Meet performance targets related to customer satisfaction, quality, productivity, and attendance.

• Maintain the confidentiality of customer information and comply with applicable data privacy policies.

• Collaborate with team members and supervisors to achieve operational goals.

Qualifications and Requirements

• 1–4 years of relevant customer service experience.

• Experience in utilities, telecommunications, insurance, banking, or financial services is preferred.

• Strong verbal and written communication skills.

• Good listening, problem-solving, and interpersonal skills.

• Ability to handle customer complaints and challenging situations professionally.

• Basic computer proficiency and the ability to navigate multiple systems.

• Willingness to work onsite in Taguig City or Pampanga.

• Flexibility to work the assigned shift and schedule, including rotational shifts if required.

• Ability to follow company policies, procedures, and quality standards.

• Must have the required educational and employment documents available for verification.

Salary and Employment Details

• Monthly Salary: ₱18,000–₱28,000

• Employment Type: Full-Time

• Work Arrangement: Onsite

• Work Location: Taguig City or Pampanga

Mandatory Documents

Applicants must have the following documents available:

• Transcript of Records (TOR)

• Diploma

• Certificate(s) of Employment (COE)

Recruitment Process

Candidates must complete the following recruitment stages:

1. Initial Validation: Verification of qualifications, work experience, location preference, and document availability.

2. Virtual Interview: Assessment of communication skills, customer service experience, and overall suitability for the role.

3. Submission of Required Documents: Submission and verification of the mandatory documents.

4. Job Offer (JO): Qualified candidates proceed to the job offer stage.

Important Recruitment Guidelines

• Strictly no walk-ins.

• Applicants must be willing to work onsite at the assigned location.

• Applicants must be flexible with the required shift and work schedule.

• All mandatory documents must be available during the recruitment process.

• Candidates must successfully complete the required recruitment stages.