Customer Experience Coach

V-Call Center Link Inc.; Manila; On-site; PHP 334,800 - 558,000; Full time

Job summary

A leading BPO company in Metro Manila is seeking candidates with experience in customer escalations and retention. The ideal candidate will have strong problem-solving and communication skills, along with a background in coaching or mentoring team members. This role requires high adaptability in a high-pressure environment and offers opportunities for professional development.

Qualifications

• Experience in a BPO environment handling escalations or customer retention.
• Mentoring, coaching, or SME responsibilities are preferred.
• Ability to resolve complex customer concerns professionally.

Responsibilities

• Handle customer escalations and retention issues.
• Provide coaching and guidance to team members.
• Address complex customer concerns with empathy.

Skills

Problem-solving

Conflict-resolution

Communication

Coaching

Interpersonal skills

Job description

Responsibilities

• Experience handling escalations and/or customer retention in a BPO setting
• Background as an SME, Agent Coach, or Tier 3 Agent is highly preferred
• Strong problem-solving and conflict-resolution skills
• Ability to handle complex customer concerns with empathy and professionalism
• Excellent communication and coaching abilities

Qualifications

• Previous role in escalations, retention, or advanced support (Tier 3)
• Exposure to mentoring, coaching, or SME responsibilities
• Strong interpersonal skills and ability to influence outcomes
• High adaptability and resilience in high-pressure situations