Customer Experience Officer

EVOxTerra Inc.; Taguig; On-site; PHP 280,000 - 420,000; Full time

Job summary

EVOxTerra Inc. is hiring a Customer Experience Officer in Taguig to serve EV drivers, charging-site partners, and customers. You will handle frontline support, assist via web and mobile platforms, and coordinate with technical and field teams to ensure a seamless charging experience.

You will guide users through the EVOxCharge portal and app, document interactions in the CRM, and escalate more complex issues for remote diagnostics. Join a growing energy tech startup with a focus on excellence.

Qualifications

• Bachelor's Degree in Communications, Business Administration, Information Technology, Hospitality Management, or a related field.
• 1–3 years in Customer Service, Technical Support, Call Center Operations, or related role.
• Experience in a technology startup, telecommunications, EV, automotive, or renewable energy industry is an advantage.
• Comfortable using web-based systems, mobile applications, dashboards, and digital tools.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to multitask, prioritize concerns, and remain composed under pressure.
• Customer-focused mindset with a passion for delivering exceptional service.

Responsibilities

• Frontline Customer Support & Inquiry Handling: Active Call Management and Live Troubleshooting.
• Ticketing & Logging: Document interactions and resolutions in CRM/ticketing system.
• Web System & Platform Navigation: Assist users with EVOxCharge portal and mobile app; RFID activation and billing history.
• Admin Dashboard Utilization: Check live charger statuses, track sessions, and perform remote commands.
• Technical Team Collaboration: Escalate deeper issues for remote diagnostics.
• Onsite Support Dispatch: Coordinate with Onsite Support/Field Engineering for hardware issues.
• Software Team Feedback: Collate user feedback and report bugs for platform improvements.

Skills

Communication

Problem solving

Multitasking

Customer focus

Education

Bachelor's degree in Communications, Business Administration, Information Technology, Hospitality Management, or related field

Job description

On-site - Taguig 1-3 Yrs Exp Bachelor Full-time

Job Description

EVOxChargeis looking for aCustomer Experience Officerto serve as the primary point of contact for EV drivers, charging station partners, and customers using our charging network. In this role, you will provide exceptional customer support, assist users with our web and mobile platforms, and coordinate with technical and field teams to ensure a seamless charging experience.

Duties and Responsibilities:

1. Frontline Customer Support & Inquiry Handling

Active Call Management:Answer inbound calls from EV drivers at charging stations, commercial property partners, and general inquiries with a calm, empathetic, and professional demeanor.

Live Troubleshooting:Guide drivers through real-time issues, such as starting/stopping a charging session, handling payment failures, or locating an available charger.

Ticketing & Logging:Document every interaction, issue, and resolution accurately in our CRM/ticketing system to maintain a clean history of customer accounts.

2. Web System & Platform Navigation

System Knowledge:Serve as an expert on the EVOxCharge customer portal and mobileapp, assisting users with account registration, billing history, RFID card activation, and app navigation.

Admin Dashboard Utilization:Confidently use internal web-based management tools to check live charger statuses, track real-time charging sessions, and initiate remote commands (like rebooting a charger) to solve issues on the spot.

Technical Team Collaboration:Escalate deep infrastructure or firmware issues to the Technical Team when a charger requires remote diagnostics.

Onsite Support Dispatch:Coordinate with the Onsite Support / Field Engineering Team when physical hardware maintenance, vandalism, or electrical faults are identified.

Software Team Feedback: Collate customer feedback, bug reports, and app glitches to share with the Software Team for continuous platform improvement.

Qualifications:

• Bachelor's Degree in Communications, Business Administration, Information Technology, Hospitality Management, or a related field.
• At least 1–3 years of experience in Customer Service, Technical Support, Call Center Operations, or a related role.
• Experience in a technology startup, telecommunications, EV, automotive, or renewable energy industry is an advantage.
• Comfortable using web-based systems, mobile applications, dashboards, and digital tools.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to multitask, prioritize concerns, and remain composed under pressure.
• Customer-focused mindset with a passion for delivering exceptional service.

Customer Service Organizational Skills People Skills Technical Skills Back Office Support Problem Solving