Customer Experience & Support Coordinator

Lofty; Manila; On-site; PHP 246,000 - 335,000; Full time

Job summary

Lofty in Manila is seeking a dedicated Customer Service Representative to engage with customers, answer inquiries, and provide detailed product information. You will process orders and returns, resolve issues, and ensure accurate transaction handling.

You will document interactions in the CRM, collaborate with internal teams, and follow up to guarantee customer satisfaction. A strong focus on product knowledge and policy adherence is essential.

Qualifications

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm under pressure and handle difficult situations.
• Proficiency in customer service software and Microsoft Office Suite.
• Strong organizational skills and ability to multitask.
• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Previous experience in customer service or a related role is highly desirable.

Responsibilities

• Respond to customer inquiries and complaints promptly and professionally.
• Provide detailed information about products, services, features, specifications, and pricing.
• Process transactions, including orders, returns, and exchanges, ensuring accuracy.
• Troubleshoot and resolve product or service issues, escalating complex problems to appropriate departments.
• Document all customer interactions and resolutions in the company’s CRM system.
• Collaborate with internal teams to improve service delivery and customer experience.
• Follow up with customers to ensure satisfaction and issue resolution.
• Maintain up-to-date knowledge of company products, services, and policies.

Skills

Communication skills

Problem solving

Calm under pressure

CRM software

Microsoft Office

Organizational skills

Multitasking

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Tools

CRM software

Microsoft Office Suite

Job description

Lofty in Manila is seeking a dedicated Customer Service Representative to engage with customers, answer inquiries, and provide detailed product information. You will process orders and returns, resolve issues, and ensure accurate transaction handling.

You will document interactions in the CRM, collaborate with internal teams, and follow up to guarantee customer satisfaction. A strong focus on product knowledge and policy adherence is essential.