Customer Experience Specialist

SM Development Corporation; Pasay; On-site; PHP 201,000 - 357,000; Full time

Job summary

SM Development Corporation is hiring a Customer Service Representative in Metro Manila to handle inquiries, requests, and complaints through phone, email, and in-person interactions. You will document interactions in the CRM and coordinate with internal teams to resolve concerns efficiently.

Role requires a BA or equivalent experience, strong communication, empathy, and problem-solving abilities, with a focus on data privacy and professional conduct in daily operations.

Qualifications

• Credibility: honest, trustworthy in all transactions
• Communication: strong oral and written skills
• Emotional Balance: stays calm under pressure
• Empathy: sees customer perspective to help
• Analytical Skills: understands and resolves issues
• Decision Making: acts independently for the company and customer
• Flexibility: adapts to different situations

Responsibilities

• Respond to customer inquiries, requests, and complaints via phone, email, and walk-ins.
• Provide accurate information and resolutions per policies and standards.
• Validate and pre-screen customer requests and supporting documents.
• Create, update, and maintain CRM records and service tickets.
• Ensure customer data is accurate and properly documented.
• Coordinate with departments to resolve concerns promptly.
• Escalate urgent or complex issues to supervisors or teams as needed.
• Monitor progress and follow up on pending cases within turnaround times.
• Conduct outbound updates to customers as required.
• Review and endorse completed tickets to processing teams.
• Handle sensitive information with confidentiality and data privacy compliance.
• Use approved templates and draft responses when needed.
• Support VIP accounts and high-priority groups as assigned.
• Maintain knowledge of products, services, and procedures.
• Participate in meetings and process improvements.
• Maintain professional appearance and conduct at all times.
• Perform other duties as assigned by management.

Skills

Credibility

Communication

Emotional Balance

Empathy

Analytical Skills

Decision Making

Flexibility

Education

Bachelor's degree in business or equivalent

Job description

SM Development Corporation is hiring a Customer Service Representative in Metro Manila to handle inquiries, requests, and complaints through phone, email, and in-person interactions. You will document interactions in the CRM and coordinate with internal teams to resolve concerns efficiently.

Role requires a BA or equivalent experience, strong communication, empathy, and problem-solving abilities, with a focus on data privacy and professional conduct in daily operations.