Customer Experience Staff

Grand Canyon Multi-Holdings, Inc.; Iloilo City; On-site; PHP 279,000 - 446,000; Full time

Job summary

Grand Canyon Multi-Holdings, Inc. in Iloilo City seeks an Audit/Quality Assurance specialist to conduct audits of customer interactions across phone, email, chat, and social media, ensuring alignment with CX standards.

You will review feedback and service records, monitor compliance with QA guidelines, analyze journey data, and prepare reports with actionable findings; fresh graduates are welcome to apply, with opportunities for growth.

Qualifications

• Bachelor's degree in business/related field is required.
• Fresh graduates are welcome to apply.
• Experience in outbound telemarketing is preferred.

Responsibilities

• Conduct audits of customer interactions across channels (phone, email, chat, social media).
• Evaluate customer service performance against standards, policies, and procedures.
• Review feedback, complaints, surveys, and service records to identify trends and improvements.
• Monitor compliance with customer experience guidelines and QA requirements.
• Analyze customer journey data and prepare audit reports with findings.
• Track and report key customer experience metrics and KPIs.
• Maintain accurate audit documentation and records.
• Present audit findings and recommendations to management.

Skills

Customer service

Interpersonal skills

Communication

Fluent English

Fluent Filipino

Outbound telemarketing

Time management

Education

Bachelor's degree in Business Administration, Communications or related field

Tools

MS Office

Job description

Qualifications

• Bachelor's Degree in Business Administration, Communications, or related field.
• We accept Fresh Graduates.
• With experience in doing outbound telemarketing.
• Fluent in English and Filipino, proficient with computer applications.
• Able to write business letters/emails.
• Excellent Customer Service, Interpersonal, and Communication skills.
• Results-Oriented.
• Ability to prioritize multiple tasks and meet deadlines.
• Experience in customer service, quality assurance, auditing, compliance, or customer experience management.

Job Description

• Conduct audits of customer interactions across various channels (phone, email, chat, and social media).
• Evaluate customer service performance against established standards, policies, and procedures.
• Review customer feedback, complaints, surveys, and service records to identify trends and improvement opportunities.
• Monitor compliance with customer experience guidelines and quality assurance requirements.
• Analyze customer journey data and prepare audit reports with findings.
• Track and report key customer experience metrics and performance indicators.
• Maintain accurate audit documentation and records.
• Present audit findings and recommendations to management.