Customer Experience Representative

Konektao Global BPO Corporation; Manila; On-site; PHP 312,000 - 402,000; Full time

Job summary

Konektao Global BPO Corporation in the Philippines seeks an experienced Customer Experience Representative to support a U.S.-based account via primarily voice-based service, with email and ticket support as needed.

The ideal candidate will have prior experience assisting U.S.-based customers, be confident on calls, and be proficient with Zendesk or similar platforms while delivering clear, professional English communication.

Qualifications

• Experience supporting U.S.-based customers/accounts.
• Ability to handle a high volume of voice calls.
• Proficiency in English, written and spoken.
• Experience using Zendesk or similar platforms.
• Strong listening, problem-solving, and documentation skills.

Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Assist U.S.-based customers with inquiries and service requests.
• Provide support regarding orders, deliveries, payments, and account concerns.
• Assist with order status, changes, and delivery questions.
• Create and track support tickets using Zendesk.
• Maintain accurate documentation of interactions and resolutions.
• Follow up on open concerns to ensure timely resolution.
• Coordinate with internal teams for escalation when needed.
• Handle escalated interactions professionally and resolve appropriately.
• Follow established processes and escalation procedures.
• Meet call quality, productivity, and customer satisfaction targets.
• Maintain professionalism, empathy, and ownership in interactions.

Skills

U.S.-based customer accounts

Voice-based support

Zendesk experience

English communication

Active listening

Problem solving

Tools

Zendesk

Job description

Job Description

We are looking for an experienced and customer-focused Customer Experience Representative to support a U.S.-based account through primarily voice-based customer service, along with email and ticket support.

The ideal candidate has previous experience supporting U.S.-based customers, is confident communicating over the phone, and has experience using Zendesk or a similar customer support platform.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.

• Assist U.S.-based customers with inquiries, concerns, and service-related requests.

• Provide support regarding orders, deliveries, account concerns, payments, and other customer-related matters.

• Assist with order status, order changes, delivery questions, missing or incorrect items, and related concerns.

• Create, update, track, and resolve customer support tickets using Zendesk.

• Maintain accurate documentation of customer interactions, actions taken, and resolutions.

• Follow up on open or unresolved customer concerns to ensure timely resolution.

• Coordinate with internal teams when additional assistance or escalation is required.

• Handle difficult or escalated customer interactions professionally and work toward an appropriate resolution.

• Follow established customer service processes, workflows, and escalation procedures.

• Meet performance expectations for call quality, productivity, response time, resolution time, and customer satisfaction.

• Maintain professionalism, empathy, accuracy, and ownership throughout every customer interaction.

Qualifications

• Previous Customer Service or Customer Experience experience supporting U.S.-based customers/accounts.

• Strong experience handling a voice account and communicating with customers over the phone.

• Experience using Zendesk is highly preferred.

• Excellent spoken and written English communication skills.

• Strong active listening, problem-solving, and customer-handling skills.

• Comfortable handling a high volume of calls and customer concerns.

• Ability to handle difficult or escalated customer interactions professionally.

• Strong attention to detail and accurate documentation skills.

• Comfortable navigating multiple systems and learning new platforms.

• Ability to work effectively in a fast-paced and customer-focused environment.

• Willing and able to work hours aligned with U.S. business hours/time zones.