Customer Experience Lead - Problem Solving & Care

Prime@technology Specialist, Inc.; Philippines; On-site; PHP 223,000 - 357,000; Full time

Job summary

Prime@technology Specialist, Inc. is seeking a Customer Care Professional to handle customer inquiries across calls and emails, ensuring timely resolution while keeping customers informed.

You will collaborate with multiple departments to close feedback loops, develop action plans for escalated issues, and gather accurate data to support process improvements and customer experience strategies.

Qualifications

• Bachelor’s degree or higher in a related field.
• 6–12 months of experience in customer service or related roles.
• Experience handling customer inquiries, complaints, and escalated concerns.
• Preferably experience in a BPO, retail, service, or customer-facing environment.
• Strong verbal and written communication skills.
• Good problem-solving and critical-thinking skills.
• Ability to coordinate with different departments to resolve issues.
• Strong attention to detail and ability to document and maintain accurate customer information and case records.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Ability to manage multiple customer concerns and prioritize tasks in a fast-paced environment.

Responsibilities

• Understand customer queries and resolve them using available resources and effective problem-solving.
• Handle inquiries via calls, emails, etc., and keep customers informed during resolution.
• Collaborate with other departments to close feedback loops on issues.
• Develop action plans with the CX Team Leader for escalated issues.
• Gather accurate customer data to inform process improvements and policy decisions.
• Support tasks as assigned by the CX Manager.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Attention to detail

Cross-functional coordination

Multitasking

Excel

Word

PowerPoint

Education

Bachelor's degree in Business Administration, Marketing, Communications, Psychology, or any related field

Tools

Excel

Word

PowerPoint

Job description

Prime@technology Specialist, Inc. is seeking a Customer Care Professional to handle customer inquiries across calls and emails, ensuring timely resolution while keeping customers informed.

You will collaborate with multiple departments to close feedback loops, develop action plans for escalated issues, and gather accurate data to support process improvements and customer experience strategies.