Customer Experience Specialist: Elevate Service & Loyalty

Hammerjack Pty Ltd; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

Asiacruit is seeking a Customer Experience Specialist to deliver exceptional support across phone, email, chat, and other channels. You will resolve issues, build relationships, and drive improvements in customer journeys while collaborating with Operations, Sales, Marketing, and Product teams.

Ideal candidates have at least 2 years in customer-facing roles, strong communication skills, and experience with CRM platforms.

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.

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

Verbal & written communication

Problem solving

Relationship management

Education

Bachelor’s degree in business administration/communications/marketing

Tools

CRM platforms

Customer support tools

Microsoft Office

Job description

Asiacruit is seeking a Customer Experience Specialist to deliver exceptional support across phone, email, chat, and other channels. You will resolve issues, build relationships, and drive improvements in customer journeys while collaborating with Operations, Sales, Marketing, and Product teams.

Ideal candidates have at least 2 years in customer-facing roles, strong communication skills, and experience with CRM platforms.