Customer Experience (CX) Specialist

Relia Sourcing; Pasay; On-site; PHP 360,000 - 540,000; Full time

Job summary

Relia Sourcing seeks a dynamic Customer Experience Specialist to join our Ecommerce/Customer Experience team onsite in Pasay City. You will deliver excellent service through email, chat, and phone, building satisfaction and loyalty by understanding customer needs.

You will deepen product knowledge, resolve issues, collect feedback, and help improve processes. Candidates should have a bachelor’s degree and 1–2 years in customer-facing roles, with strong communication and CRM familiarity.

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field.
• 1–2 years of customer-focused experience in support or success.
• Excellent communication and interpersonal skills.
• Strong problem-solving and proactive service approach.
• Familiarity with CRM systems.
• Ability to work in a fast-paced environment.

Responsibilities

• Proactively engage with customers via email, chat, and phone to ensure a positive experience.
• Develop deep product knowledge to provide accurate information and support.
• Identify and resolve customer concerns; escalate when needed.
• Gather and analyze feedback to identify trends and improvements.
• Maintain records of interactions and generate satisfaction reports.
• Contribute to process improvements and workflow optimization.
• Share insights with the team to foster learning and development.

Skills

Customer engagement

Communication

CRM

Problem solving

Team collaboration

Education

Bachelor's degree in Business/Marketing/Related field

Tools

CRM systems

Job description

Reporting to: Senior Manager, Engagement & Customer Service
Department: Ecommerce/Customer Experience
Location: Onsite, Pasay City

Job Description:

We are seeking a dynamic and motivated Customer Experience (CX) Specialist to join our growing team! The ideal candidate will have a passion for delivering exceptional customer service, a keen understanding of customer needs, and the ability to drive positive customer interactions. As a CX Specialist, you will play a crucial role in enhancing customer satisfaction, loyalty, and overall brand experience.

Job Duties & Responsibilities:

Customer Engagement:

• Proactively engage with customers through various channels, including email, chat, and phone, to ensure a positive customer experience.
• Respond promptly to customer inquiries and resolve issues effectively, demonstrating a strong commitment to customer satisfaction.

Product Knowledge:

• Develop a deep understanding of our products and services to provide accurate information and support to customers.
• Stay informed about product updates, features, and industry trends to better assist customers.

Problem Resolution:

• Identify and address customer concerns, escalating issues as necessary to ensure timely resolution.
• Work collaboratively with cross-functional teams to find solutions and prevent recurring problems.

Customer Feedback:

• Gather and analyze customer feedback to identify trends and areas for improvement.
• Collaborate with the product and marketing teams to communicate customer feedback and contribute to product/service enhancements.

Documentation and Reporting:

• Maintain accurate and detailed records of customer interactions, feedback, and resolutions.
• Generate regular reports on customer satisfaction metrics and key performance indicators.

Process Improvement:

• Contribute to the continuous improvement of customer support processes and procedures.
• Propose and implement initiatives to streamline workflows and enhance the overall customer experience.

Training and Development:

• Stay current with industry best practices and participate in ongoing training to enhance skills and knowledge.
• Share insights and knowledge with team members to foster a collaborative and learning-oriented environment.

Expectations & Qualifications:

• Must be able to work onsite at the Pasay City office.
• Bachelor’s degree in Business, Marketing, or a related field.
• 1-2 years of experience in a customer-focused role, preferably in customer support or customer success.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive approach to customer service.
• Familiarity with customer relationship management (CRM) systems.
• Ability to work effectively in a fast-paced and dynamic environment.