Customer Experience Officer

Rose Excellence Corporation; Davao City; On-site; PHP 279,000 - 446,000; Full time

Job summary

Rose Bakeshop seeks a proactive Customer Experience Officer to monitor and improve service standards across branches in Davao City. You will handle customer concerns and oversee mystery shopping to drive better performance.

The role requires strong communication, data analysis, and reporting skills, with experience in customer service or quality assurance. Based in Indangan, Davao City, the position focuses on delivering exceptional customer experiences daily.

Qualifications

• Bachelor's degree required or in progress in related field.
• 1+ year in customer service, retail, hospitality, restaurant ops, quality assurance, or related field.
• Experience in handling complaints or service quality monitoring is a plus.

Responsibilities

• Handle and coordinate the resolution of customer complaints and service-related concerns.
• Coordinate and schedule mystery shopping activities across company branches.
• Consolidate, analyze, and report mystery shopping results and customer service performance scores.
• Monitor branch compliance with established customer service standards.
• Identify recurring customer complaints and service gaps and recommend corrective actions.
• Coordinate with Operations, HR, and Branch Audit in addressing service-related non-compliance.
• Prepare customer experience reports, branch scorecards, and management presentations.
• Monitor the implementation of corrective actions and service improvement initiatives.

Skills

Customer service

Communication

Problem solving

Analytical thinking

Data analysis

Report presentation

Coordination

Written and verbal communication

Education

Bachelor's degree in Business Administration, Marketing, Hospitality Management, Psychology, or related

Tools

Microsoft Excel

PowerPoint

Job description

ABOUT THE ROLE

Are you passionate about customer service, quality improvement, and delivering excellent customer experiences?

Rose Bakeshop is looking for a proactive and analytical Customer Experience Officer who will help monitor and improve customer service standards across our branches.

The successful candidate will play an important role in handling customer concerns, coordinating mystery shopping activities, evaluating branch service performance, and identifying opportunities to improve the overall customer experience.

KEY RESPONSIBILITIES AND DUTIES

• Handle and coordinate the resolution of customer complaints and service-related concerns.
• Coordinate and schedule mystery shopping activities across company branches.
• Consolidate, analyze, and report mystery shopping results and customer service performance scores.
• Monitor branch compliance with established customer service standards.
• Identify recurring customer complaints and service gaps and recommend corrective actions.
• Coordinate with Operations, HR, and Branch Audit in addressing service-related non-compliance.
• Prepare customer experience reports, branch scorecards, and management presentations.
• Monitor the implementation of corrective actions and service improvement initiatives.

QUALIFICATIONS AND REQUIREMENTS

• Bachelor's degree in Business Administration, Marketing, Hospitality Management, Psychology, or any related course.
• At least one (1) year of experience in customer service, retail, hospitality, restaurant operations, quality assurance, or a related field.
• Experience in handling customer complaints, service quality monitoring, or branch performance evaluation is an advantage.
• Strong communication, coordination, and problem-solving skills.
• Knowledge of complaint handling, conflict resolution, and root cause analysis.
• Proficient in Microsoft Excel and PowerPoint, particularly in data consolidation, report preparation, and presentation.
• Analytical, detail-oriented, organized, and results-driven.
• Must be willing to work in Indangan, Davao City.

SKILLSETS REQUIRED

• Customer Complaint Handling and Resolution
• Conflict Resolution and De-escalation
• Root Cause Analysis and Problem Identification
• Investigation and Fact-Finding Skills
• Customer Service Quality Assessment
• Data Consolidation, Analysis, and Reporting
• Report Preparation and Presentation Skills
• Written and Verbal Communication Skills
• Coordination and Follow-through
• Time Management and Organizational Skills