Customer Experience (CX) Specialist

Reliasourcing; Pasay; On-site; PHP 300,000 - 420,000; Full time

Job summary

Reliasourcing is seeking a dynamic Customer Experience Specialist to join our Ecommerce/Customer Experience team in Pasay City. The role focuses on delivering exceptional service across email, chat, and phone, while building strong product knowledge to assist customers effectively.

The ideal candidate will have 1–2 years in a customer-focused role, excellent communication skills, and the ability to collaborate with cross-functional teams to improve processes and satisfaction.

Qualifications

• Must have a bachelor’s degree in Business, Marketing, or a related field.
• Excellent communication and interpersonal skills.
• 1–2 years of experience in a customer-focused role (customer support or success).
• Familiarity with customer relationship management (CRM) systems.

Responsibilities

• Proactively engage with customers via email, chat, and phone to ensure a positive experience.
• Respond promptly to inquiries and resolve issues to maintain customer satisfaction.
• Develop a deep understanding of products and services to provide accurate information and support.
• Identify and address customer concerns, escalating issues when needed.
• Gather and analyze customer feedback to identify trends and suggest improvements.
• Maintain accurate records of customer interactions and resolutions; generate regular reports.

Skills

Customer service

Communication

CRM

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in Business/Marketing

Tools

CRM software

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:

• 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.