Customer Experience Mentor & Process Expert

vCustomer Philippines, Inc.; Quezon City; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Career growth

Training programs

Inclusive workplace

Health coverage

Referral rewards

Job summary

Tech Mahindra Philippines is hiring a Customer Experience Mentor - Subject Matter Expert to guide frontline teams and ensure service excellence at Eastwood, Quezon City. This role blends coaching, process expertise, and performance analytics to deliver world-class customer experiences.

Join a Great Place to Work environment with growth opportunities, training, and inclusive culture; you’ll collaborate with Quality, Training, and support teams, and work on a 24/7 shifting schedule.

Qualifications

• Graduate of a 2-year diploma course or a high school graduate with strong relevant experience.
• Good analytical and problem-solving skills.
• Proficiency in MS Excel, MS Word, and MS PowerPoint.
• Amenable to working on a 24/7 shifting schedule, including holidays, weekends, and rest days.
• Strong adaptability to new tools, technologies, and workflows.

Responsibilities

• Provide process expertise and real-time operational support to frontline team members.
• Guide and mentor team members to improve performance, service quality, and process compliance.
• Serve as a bridge between frontline agents, Quality, Training, and other support teams.
• Interpret and explain SLAs, KPIs, compliance requirements, processes, and client expectations.
• Support the resolution of escalations, workflow concerns, and operational issues.
• Monitor processes, identify discrepancies, and recommend opportunities for continuous improvement.
• Use CRM systems, ticketing tools, and reporting dashboards to support day-to-day operations.
• Collaborate cross-functionally to help maintain service excellence and consistent performance.

Skills

Analytical thinking

Problem-solving

Documentation

MS Excel

MS Word

MS PowerPoint

Shift work

Adaptability

Education

Diploma or high school graduate

Tools

CRM systems

Ticketing tools

Reporting dashboards

Job description

Tech Mahindra Philippines is hiring a Customer Experience Mentor - Subject Matter Expert to guide frontline teams and ensure service excellence at Eastwood, Quezon City. This role blends coaching, process expertise, and performance analytics to deliver world-class customer experiences.

Join a Great Place to Work environment with growth opportunities, training, and inclusive culture; you’ll collaborate with Quality, Training, and support teams, and work on a 24/7 shifting schedule.