Customer Experience Specialist

Vault Outsourcing OPC; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Vault Outsourcing OPC is seeking a customer service specialist to handle multi-channel interactions and deliver a best-in-class experience for our customers. You will update records after each contact, support escalations, and share insights with the Operations team to drive proactive satisfaction.

We value a team player with strong communication, adaptability, and integrity who can work autonomously and improve processes while meeting performance targets.

Qualifications

• Strong written and verbal communication skills.
• Ability to handle multiple channels (phone, email, chat) effectively.
• Willingness to adapt to changing processes and procedures.
• Proven customer service experience and good judgement.
• Able to work autonomously and manage customer expectations.

Responsibilities

• Wear many hats to provide best-in-class customer experience.
• Handle customer interactions across channels per policy.
• Address complaints and resolve issues with follow-through.
• Update customer records accurately after interactions.
• Assist with escalated calls and Level 1 issues.
• Share knowledge with Operations team and stakeholders.
• Flag customer service trends and support proactive strategies.
• Identify process gaps and propose improvements.
• Improve efficiency and accuracy of processes.
• Perform other contact centre duties as directed.
• Meet team and individual success metrics.

Skills

Team player

Excellent communication

Adaptable

Customer service mindset

Under pressure

Process improvement

Autonomous

Organized

Integrity

CRM experience

Education

University degree preferred

Tools

CRM system

Job description

Vault Outsourcing OPC is seeking a customer service specialist to handle multi-channel interactions and deliver a best-in-class experience for our customers. You will update records after each contact, support escalations, and share insights with the Operations team to drive proactive satisfaction.

We value a team player with strong communication, adaptability, and integrity who can work autonomously and improve processes while meeting performance targets.