CX Leads

Prime@technology Specialist, Inc.; Philippines; On-site; PHP 223,000 - 357,000; Full time

Job summary

Prime@technology Specialist, Inc. is seeking a Customer Care Professional to handle customer inquiries across calls and emails, ensuring timely resolution while keeping customers informed.

You will collaborate with multiple departments to close feedback loops, develop action plans for escalated issues, and gather accurate data to support process improvements and customer experience strategies.

Qualifications

• Bachelor’s degree or higher in a related field.
• 6–12 months of experience in customer service or related roles.
• Experience handling customer inquiries, complaints, and escalated concerns.
• Preferably experience in a BPO, retail, service, or customer-facing environment.
• Strong verbal and written communication skills.
• Good problem-solving and critical-thinking skills.
• Ability to coordinate with different departments to resolve issues.
• Strong attention to detail and ability to document and maintain accurate customer information and case records.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Ability to manage multiple customer concerns and prioritize tasks in a fast-paced environment.

Responsibilities

• Understand customer queries and resolve them using available resources and effective problem-solving.
• Handle inquiries via calls, emails, etc., and keep customers informed during resolution.
• Collaborate with other departments to close feedback loops on issues.
• Develop action plans with the CX Team Leader for escalated issues.
• Gather accurate customer data to inform process improvements and policy decisions.
• Support tasks as assigned by the CX Manager.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Attention to detail

Cross-functional coordination

Multitasking

Excel

Word

PowerPoint

Education

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

Tools

Excel

Word

PowerPoint

Job description

Responsibilities:

• Service our customers through careful understanding of their queries, utilization of resources, and effective problem-solving skills
• Manage customer enquiries (calls, emails, etc.) and ensure that they are resolved in an efficient manner while keeping the customer informed as needed.
• Work with other departments in providing a closed-feedback loop on identified issues from his/her cases, making sure that tactical and strategic solutions are in place.
• Develop action plan with the Customer Care & Experience Team Leader for escalated issues.
• Gather accurate customer data which will be helpful in making informed decisions on processes and policies for customer experience improvement.
• Support task as assigned by the Customer Care and Experience Manager

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Communications, Psychology, or any related field.
• At least 6 months - 1 year of experience in Customer Service, Customer Experience, Client Relations, or a related role.
• Experience handling customer inquiries, complaints, and escalated concerns.
• Preferably with experience in a BPO, retail, service, or customer-facing environment.
• Strong verbal and written communication skills, with the ability to communicate professionally with customers and internal teams.
• Good problem-solving and critical-thinking skills, particularly in identifying the root cause of customer concerns.
• Ability to coordinate with different departments to ensure issues are properly resolved and followed through.
• Strong attention to detail and ability to document and maintain accurate customer information and case records.
• Basic knowledge of customer experience principles, service recovery, and complaint handling.
• Proficient in Microsoft Office, particularly Excel, Word, and PowerPoint.
• Able to manage multiple customer concerns and prioritize tasks in a fast-paced environment.
• Must be customer-oriented, proactive, dependable, and able to work with minimal supervision.
• Willing to take on additional CX-related tasks and support the Customer Care & Experience Manager.