Customer Experience Representative | Outbound BPO | Makati | ASAP

Information Professionals, Inc.; Makati; On-site; PHP 279,000 - 446,000; Full time

Job summary

Information Professionals, Inc. is seeking a Customer Experience Representative to support outbound VoC programs and service recovery initiatives in Makati. You will conduct outbound calls, gather feedback, and interact with customers professionally to improve overall experience.

The role requires college graduation and at least 1 year of BPO experience, preferably outbound. You will document interactions in CRM, meet targets, and collaborate with teammates to enhance campaigns and CSAT.

Qualifications

• Graduated from college in any field.
• At least 1 year of BPO experience, outbound preferred.
• Excellent communication and empathetic listening.

Responsibilities

• Execute outbound calls and communications to customers using scripts and guidelines.
• Engage customers with product information, promos, and surveys to gather insights.
• Build rapport with customers and address initial inquiries during outbound interactions.
• Document all customer interactions, call outcomes, and relevant information in the company’s systems.
• Meet or exceed call targets, quality standards, and KPIs daily and monthly.
• Identify customer needs and escalate complex issues to appropriate teams.
• Provide feedback to improve outbound campaigns, scripts, and engagement strategies.
• Maintain knowledge of client products, services, and current promos.
• Collaborate with team members to achieve department goals and maintain a positive environment.
• Comply with company policies and data protection protocols.

Skills

Outbound calling

Customer service

Communication skills

Target-driven

CRM software

MS Office

Education

College degree

Tools

CRM software

Dialing systems

Microsoft Office

Job description

URGENT HIRING : Customer Experience Representative (CXR)

Job Type: Full-time
Work Location: Makati City
Work Schedule: Monday to Friday
Start Date: ASAP
About the role:
The Customer Experience Representative (CXR) is responsible for conducting outbound calls to support Voice of Customer (VoC) programs, including NPS, CSAT, and CES surveys, as well as service recovery initiatives. The role focuses on gathering accurate customer feedback, delivering professional customer interactions, and contributing to improvements in the overall customer experience.

Key responsibilities

• Execute outbound calls and communications to customers using provided scripts and guidelines whilst maintaining a professional and courteous demeanour

• Engage customers with product or service information, promotional offers, and surveys to gather valuable insights

• Build rapport with customers and address their initial inquiries or concerns during outbound interactions

• Accurately document all customer interactions, call outcomes, and relevant information in the company's systems and databases

• Meet or exceed established call targets, quality standards, and key performance indicators (KPIs) on a daily and monthly basis

• Identify customer needs and elevate complex issues or sales opportunities to appropriate teams or specialists

• Provide feedback and suggestions to improve outbound campaigns, scripts, and customer engagement strategies

• Maintain up-to-date knowledge of client products, services, and current promotional campaigns

• Collaborate with team members and supervisors to achieve department goals and maintain a positive work environment

• Comply with all company policies, regulatory requirements, and data protection protocols during all customer interactions

What we're looking for

• College Graduate (Any course)

• At least 1 year of BPO experience, preferably in an outbound setting

• Excellent communication skills with the ability to articulate information clearly, persuasively, and professionally

• Strong listening skills and empathy, enabling you to understand customer needs and concerns effectively

• Ability to work independently and meet targets whilst remaining motivated in a fast-paced environment

• Proficiency with computer systems, including CRM software, dialling systems, and Microsoft Office applications

• Adaptability and resilience, with the ability to handle rejection and maintain composure during challenging interactions

• Time management skills and the ability to prioritise multiple tasks efficiently

• Fluency in English; proficiency in additional languages is desirable

• Reliability and punctuality, with flexibility to adapt to shift schedules as required

• Positive attitude and genuine interest in delivering exceptional customer experiences