Customer Experience Coach & Insight Analyst

MR DIY Philippines; Quezon City; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading retail company in Metro Manila is seeking a Customer Experience Specialist to enhance service standards across its stores. The role involves conducting audits, implementing customer service scripts, and coaching teams on engagement strategies. Ideal candidates will have a Bachelor's degree and 1-3 years of relevant experience in customer service or retail operations. Proficiency in MS Office and strong observation skills are essential. This position is based in Quezon City, amenable to travel nationwide.

Qualifications

• 1-3 years of experience in customer service, retail operations, service quality, or hospitality.
• May be required to travel to stores and business locations nationwide.

Responsibilities

• Conduct field audits to evaluate service quality and customer handling.
• Assist in implementing customer service scripts and standards.
• Gather and consolidate feedback from surveys and mystery shopping.
• Coordinate mystery shopping schedules and track service quality performance.
• Provide on-site coaching to store teams on customer engagement.
• Prepare reports and documentation related to customer experience programs.

Skills

Observation skills

Customer service mindset

Good communication skills

Coordination skills

Education

Bachelor's degree in Marketing, Psychology, Hospitality, Business, or related field

Tools

MS Office

Survey tools or basic analytics

Job description

A leading retail company in Metro Manila is seeking a Customer Experience Specialist to enhance service standards across its stores. The role involves conducting audits, implementing customer service scripts, and coaching teams on engagement strategies. Ideal candidates will have a Bachelor's degree and 1-3 years of relevant experience in customer service or retail operations. Proficiency in MS Office and strong observation skills are essential. This position is based in Quezon City, amenable to travel nationwide.