Customer Experience Specialist

Asiacruit; Pasig; On-site; PHP 320,000 - 520,000; Full time

Benefits offered by this job

Competitive compensation

Employee benefits package

Job summary

Asiacruit in the Philippines is seeking a Customer Experience Specialist to deliver outstanding support across phone, email, and chat channels. You will act as the primary contact for customers, resolve concerns, and identify opportunities to improve satisfaction and loyalty.

You will collaborate with Operations, Sales, and Product teams to enhance service delivery, document feedback in CRM, and support initiatives aimed at strengthening the customer journey and retention.

Qualifications

• Bachelor’s degree in business, communications, marketing, hospitality, or a related field preferred.
• Minimum of 2 years of experience in Customer Service, Customer Support, Customer Success, or Customer Experience roles.
• Strong verbal and written communication skills.
• Proven ability to manage customer interactions professionally and effectively.
• Experience using CRM platforms and customer support tools.
• Strong problem-solving and conflict-resolution capabilities.
• Ability to analyze customer feedback and identify actionable improvements.
• Proficiency in Microsoft Office applications.
• Highly organized, detail-oriented, and customer-focused.

Responsibilities

• Serve as the primary point of contact for customer inquiries through phone, email, chat, and other communication channels.
• Provide timely, professional, and empathetic support to customers.
• Resolve customer concerns, complaints, and service issues while ensuring a positive customer experience.
• Build and maintain strong customer relationships to promote loyalty and retention.
• Monitor customer interactions and identify opportunities to improve service quality and customer satisfaction.
• Gather, analyze, and document customer feedback, trends, and recurring issues.
• Recommend process improvements that enhance customer experience and operational efficiency.
• Support the implementation of customer-centric initiatives and service enhancement programs.
• Investigate customer concerns and coordinate with relevant departments to ensure timely resolution.
• Escalate complex issues as needed while maintaining clear communication with customers.
• Follow up on open cases to ensure satisfactory resolution and closure.
• Maintain accurate records of customer interactions, concerns, and resolutions within CRM systems.
• Track performance metrics, customer feedback, and service trends.
• Prepare reports and insights to support customer experience strategy and continuous improvement initiatives.
• Partner with Operations, Sales, Marketing, Product, and other internal teams to address customer needs.
• Communicate customer feedback and insights to stakeholders.
• Contribute to projects aimed at improving customer journeys and service delivery.

Skills

Customer service excellence

CRM tools proficiency

Written & verbal communication

Problem solving

Education

Bachelor’s degree in business/communications/marketing/hospitality

Tools

CRM software

Microsoft Office

Job description

Job Description:

About Asiacruit

Asiacruit is a leading recruitment and talent solutions provider committed to connecting exceptional talent with outstanding organizations across Asia. We value innovation, customer satisfaction, collaboration, and continuous improvement in everything we do. Our team is passionate about creating meaningful experiences for both clients and candidates while supporting business growth through people excellence.

Position Overview

We are seeking a highly motivated Customer Experience Specialist (CXS) to deliver exceptional customer service and ensure positive customer interactions across all touchpoints. The ideal candidate will serve as the primary point of contact for customers, handling inquiries, resolving concerns, and proactively identifying opportunities to improve customer satisfaction and loyalty.

The Customer Experience Specialist will work closely with internal teams to enhance service delivery, support customer retention initiatives, and contribute to the continuous improvement of customer experience processes

Key Responsibilities

Customer Support & Relationship Management

• Serve as the primary point of contact for customer inquiries through phone, email, chat, and other communication channels.
• Provide timely, professional, and empathetic support to customers.
• Resolve customer concerns, complaints, and service issues while ensuring a positive customer experience.
• Build and maintain strong customer relationships to promote loyalty and retention.

Customer Experience Enhancement

• Monitor customer interactions and identify opportunities to improve service quality and customer satisfaction.
• Gather, analyze, and document customer feedback, trends, and recurring issues.
• Recommend process improvements that enhance customer experience and operational efficiency.
• Support the implementation of customer-centric initiatives and service enhancement programs.

Resolution & Escalation

• Investigate customer concerns and coordinate with relevant departments to ensure timely resolution.
• Escalate complex issues as needed while maintaining clear communication with customers.
• Follow up on open cases to ensure satisfactory resolution and closure.

Reporting & Documentation

• Maintain accurate records of customer interactions, concerns, and resolutions within CRM systems.
• Track performance metrics, customer feedback, and service trends.
• Prepare reports and insights to support customer experience strategy and continuous improvement initiatives.

Cross-Functional Collaboration

• Partner with Operations, Sales, Marketing, Product, and other internal teams to address customer needs.
• Communicate customer feedback and insights to stakeholders.
• Contribute to projects aimed at improving customer journeys and service delivery.

Qualifications

• Bachelor’s degree in business administration, Communications, Marketing, Hospitality, or a related field preferred.
• Minimum of 2 years of experience in Customer Service, Customer Support, Customer Success, or Customer Experience roles.
• Strong verbal and written communication skills.
• Proven ability to manage customer interactions professionally and effectively.
• Experience using CRM platforms and customer support tools.
• Strong problem-solving and conflict-resolution capabilities.
• Ability to analyze customer feedback and identify actionable improvements.
• Proficiency in Microsoft Office applications.
• Highly organized, detail-oriented, and customer-focused.

Preferred Qualifications

• Experience in BPO, SaaS, e-commerce, technology, or service-driven industries.
• Familiarity with customer experience metrics such as CSAT, NPS, or Customer Effort Score (CES).
• Experience participating in process improvement or customer journey initiatives.

Why Join Asiacruit

• Be part of a growing and people-focused organization.
• Work in a collaborative and supportive environment.
• Opportunities for professional development and career advancement.
• Make a direct impact on customer satisfaction and business success.
• Competitive compensation and employee benefits package.