Customer Experience Specialist

One.Com; Philippines; On-site; PHP 268,000 - 469,000; Full time

Job summary

one.com is seeking motivated and customer-focused individuals to join our team in a fast-paced environment. You will handle inquiries via calls, chats, and emails and strive to provide professional, empathetic support.

As a support specialist, you will troubleshoot technical issues, coordinate with SMEs and Team Leads for escalations, and collect feedback to improve products and services. A strong English communicator with a proactive attitude is essential.

Qualifications

• High school diploma or equivalent education.
• Strong English communication skills (written and spoken).
• Basic computer literacy and familiarity with internet-related tools.
• A team-oriented mindset and a pro-active attitude.
• You’re efficient and can quickly adapt to new situations.
• A natural problem-solver with empathy and professionalism.
• Nice to have experience in customer service.

Responsibilities

• Handle inbound and outbound customer interactions via calls, chats, and emails.
• Respond to billing, domain, email, hosting, and website-related queries with professionalism, empathy, and efficiency.
• Troubleshoot technical issues and provide effective, timely solutions.
• Manage escalations by coordinating with SMEs, Team Leads, and other departments, ensuring prompt follow-ups.
• Collect and relay customer feedback on products, services, and support experience.
• Attend trainings, e-learning, and team sessions; assist in coaching if assigned.
• Maintain high customer satisfaction (NPS), chat efficiency, and contact resolution rates.
• Collaborate with internal teams and stay updated on company policies, products, and services.
• Recommend and upsell relevant products and services when appropriate.

Skills

Customer service

English communication

Team player

Problem solving

Adaptability

Education

High school diploma

Tools

Basic computer literacy

Job description

one.com is seeking motivated and customer-focused individuals to join our team in a fast-paced environment. You will handle inquiries via calls, chats, and emails and strive to provide professional, empathetic support.

As a support specialist, you will troubleshoot technical issues, coordinate with SMEs and Team Leads for escalations, and collect feedback to improve products and services. A strong English communicator with a proactive attitude is essential.