Customer Experience Specialist

Connext; Davao City; On-site; PHP 391,000 - 614,000; Full time

Job summary

Connext is seeking a Customer Experience Specialist to connect with customers after moves, collect feedback, and drive improvements across teams. You will document experiences, help encourage honest reviews, and support continuous service enhancement through careful follow-up and collaboration.

The role emphasizes clear communication via phone, email, and text, with a focus on maintaining accurate records and monitoring trends to protect and grow the company’s online reputation.

Qualifications

• At least 2 years in customer service, customer relations, or a related role.
• Experience communicating with customers via phone, email, and text.
• Experience handling feedback, complaints, concerns, or post-service follow-ups.
• Strong verbal and written communication skills.
• Good judgment and the ability to handle sensitive feedback professionally.
• Attention to detail and accurate documentation.
• Familiarity with CRM systems; Zoho CRM is an advantage.

Responsibilities

• Contact customers after completed moves via phone, text, and email to gather feedback.
• Conduct customer surveys and encourage honest reviews on approved platforms.
• Identify dissatisfied customers and coordinate with teams for follow-up.
• Monitor reviews and flag urgent feedback for action.
• Maintain customer records, surveys, notes, and follow-up activities in Zoho CRM.
• Track outreach activity, response rates, and sentiment trends.
• Share recurring feedback with leadership to drive improvements.
• Follow company policies and ethical review practices when collecting feedback.

Skills

Verbal Communication

Written Communication

Customer Service

CRM Experience

Tools

Zoho CRM

Job description

Help Us Turn Customer Feedback into Better Experiences

Are you a strong communicator who enjoys connecting with customers, gathering feedback, and helping businesses deliver better service?

We are looking for a Customer Experience Specialist to help strengthen customer satisfaction, encourage authentic customer reviews, and support continuous service improvement. In this role, you will reach out to customers after their completed moves, understand their experiences, document feedback, and coordinate with internal teams to address concerns.

If you have a background in customer service, customer relations, or customer experience and are confident communicating with customers over the phone, email, and text, we would love to hear from you!

What You'll Do:

• Contact customers after completed moves through phone calls, text messages, and email to gather feedback about their experience.
• Conduct customer surveys and encourage customers to share honest reviews through approved platforms.
• Recognize dissatisfied customers, assess their concerns, and coordinate with Customer Service and Operations for appropriate follow-up.
• Monitor customer reviews and flag urgent or high-risk feedback for immediate attention.
• Maintain accurate customer records, survey results, interaction notes, and follow-up activities in Zoho CRM.
• Track outreach activities, response rates, customer ratings, and customer sentiment trends.
• Share recurring feedback and service improvement opportunities with leadership.
• Follow company policies and ethical review practices, ensuring that customer feedback is collected honestly and without pressure or incentives.

What We're Looking For:

• At least 2 years of experience in customer service, customer relations, customer experience, or a related role.
• Experience communicating with customers through phone calls, email, and/or text.
• Experience handling customer feedback, complaints, concerns, or post-service follow-ups.
• Strong verbal and written communication skills.
• Good judgment and the ability to handle sensitive customer feedback professionally.
• Strong attention to detail and accurate documentation skills.
• Familiarity with CRM systems; experience with Zoho CRM is an advantage.

Nice to Have:

• Experience in customer satisfaction surveys, reputation management, hospitality, sales, or service recovery.
• Experience monitoring online reviews or tracking customer satisfaction metrics.

Why This Role Matters

Your work will help us understand what customers value, identify service gaps, and ensure that concerns reach the right teams. You'll play an important role in improving customer satisfaction and strengthening our online reputation.