Customer Experience & Feedback Specialist

Connext; Davao City; On-site; PHP 391,000 - 614,000; Full time

Job summary

Connext is seeking a Customer Experience Specialist to connect with customers after moves, collect feedback, and drive improvements across teams. You will document experiences, help encourage honest reviews, and support continuous service enhancement through careful follow-up and collaboration.

The role emphasizes clear communication via phone, email, and text, with a focus on maintaining accurate records and monitoring trends to protect and grow the company’s online reputation.

Qualifications

• At least 2 years in customer service, customer relations, or a related role.
• Experience communicating with customers via phone, email, and text.
• Experience handling feedback, complaints, concerns, or post-service follow-ups.
• Strong verbal and written communication skills.
• Good judgment and the ability to handle sensitive feedback professionally.
• Attention to detail and accurate documentation.
• Familiarity with CRM systems; Zoho CRM is an advantage.

Responsibilities

• Contact customers after completed moves via phone, text, and email to gather feedback.
• Conduct customer surveys and encourage honest reviews on approved platforms.
• Identify dissatisfied customers and coordinate with teams for follow-up.
• Monitor reviews and flag urgent feedback for action.
• Maintain customer records, surveys, notes, and follow-up activities in Zoho CRM.
• Track outreach activity, response rates, and sentiment trends.
• Share recurring feedback with leadership to drive improvements.
• Follow company policies and ethical review practices when collecting feedback.

Skills

Verbal Communication

Written Communication

Customer Service

CRM Experience

Tools

Zoho CRM

Job description

Connext is seeking a Customer Experience Specialist to connect with customers after moves, collect feedback, and drive improvements across teams. You will document experiences, help encourage honest reviews, and support continuous service enhancement through careful follow-up and collaboration.

The role emphasizes clear communication via phone, email, and text, with a focus on maintaining accurate records and monitoring trends to protect and grow the company’s online reputation.