Customer Experience Specialist (Project-Based)

Private Advertiser; Taguig; On-site; PHP 279,000 - 469,000; Part time

Benefits offered by this job

Competitive contract-based pay

Career development & training

Performance incentives

Supportive team environment

Bonifacio Global City office access

Job summary

Private Advertiser is seeking a Customer Experience Specialist (Project-Based) to join its call centre and customer service team in Bonifacio Global City, Taguig. This contract position focuses on delivering exceptional service across customer touchpoints and resolving inquiries to build loyalty.

You will handle calls and emails, document interactions, process orders and billing requests, and collaborate across teams to meet performance targets.

Qualifications

• Proven customer service experience, preferably in a call centre or customer support environment.
• Excellent communication skills with the ability to convey information clearly and professionally.
• Strong problem-solving abilities with a customer-centric approach to conflict resolution.
• Proficiency in using customer relationship management (CRM) systems and other computer applications.
• Ability to multitask effectively and manage multiple customer interactions simultaneously.
• High level of patience, empathy and listening skills.
• Reliable and punctual with strong attendance and commitment to meeting targets.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong attention to detail and accuracy when processing customer information.
• Team player mentality with willingness to support colleagues and contribute to team goals.
• Relevant certifications or training in customer service are desirable but not essential.

Responsibilities

• Answer incoming customer calls and emails in a professional and courteous manner.
• Resolve customer inquiries and complaints promptly and effectively, providing appropriate solutions within established guidelines.
• Document all customer interactions accurately in the company's tracking systems.
• Process customer transactions and requests such as orders, returns, and billing inquiries.
• Identify opportunities to enhance the customer experience and provide feedback to management.
• Maintain comprehensive knowledge of company products, services, policies and procedures.
• Follow established protocols and quality standards to ensure consistent service delivery.
• Collaborate with team members and other departments to resolve complex customer issues.
• Meet or exceed established performance metrics including call handling time, customer satisfaction ratings and first contact resolution targets.
• Participate in training and development programmes to maintain and improve customer service skills.

Job description

About the role

Our Company is seeking a Customer Experience Specialist (Project-Based) to join our call centre and customer service team. This is a contract position based in Bonifacio Global City, Taguig City, Metro Manila. As a Customer Experience Specialist, you will be at the forefront of our customer interactions, delivering exceptional service and support to our valued clients. This role is crucial to maintaining our reputation for excellence and ensuring customer satisfaction across all touchpoints. You will be responsible for handling customer inquiries, resolving issues efficiently, and creating positive experiences that build long-term customer loyalty.

Key responsibilities

• Answer incoming customer calls and emails in a professional and courteous manner

• Resolve customer inquiries and complaints promptly and effectively, providing appropriate solutions within established guidelines

• Document all customer interactions accurately in the company's tracking systems

• Process customer transactions and requests such as orders, returns, and billing inquiries

• Identify opportunities to enhance the customer experience and provide feedback to management

• Maintain comprehensive knowledge of company products, services, policies and procedures

• Follow established protocols and quality standards to ensure consistent service delivery

• Collaborate with team members and other departments to resolve complex customer issues

• Meet or exceed established performance metrics including call handling time, customer satisfaction ratings and first contact resolution targets

• Participate in training and development programmes to maintain and improve customer service skills

What we’re looking for

• Proven customer service experience, preferably in a call centre or customer support environment

• Excellent communication skills with the ability to convey information clearly and professionally

• Strong problem-solving abilities with a customer-centric approach to conflict resolution

• Proficiency in using customer relationship management (CRM) systems and other computer applications

• Ability to multitask effectively and manage multiple customer interactions simultaneously

• High level of patience, empathy and listening skills

• Reliable and punctual with strong attendance and commitment to meeting targets

• Ability to work in a fast-paced environment and adapt to changing priorities

• Strong attention to detail and accuracy when processing customer information

• Team player mentality with willingness to support colleagues and contribute to team goals

• Relevant certifications or training in customer service are desirable but not essential

What we offer

• Competitive contract-based compensation package aligned with industry standards

• Opportunity to work with a reputable and growing company in the automotive parts sector

• Professional development and training opportunities to enhance your customer service skills

• Performance incentives and recognition programmes for outstanding achievements

• Supportive team environment that fosters collaboration and mutual respect

• Located in the modern facilities of Bonifacio Global City with excellent accessibility and amenities