Customer Experience & Quality Improvement Lead

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

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.