CX Specialist: Drive Customer Delight & Growth

Asiacruit; Makati; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Competitive compensation

Employee benefits package

Professional development

Collaborative work culture

Job summary

Asiacruit is seeking a highly motivated Customer Experience Specialist to deliver exceptional service across phone, email, chat, and other channels. You will be the primary point of contact for customers and work with internal teams to ensure smooth service delivery.

The role focuses on resolving concerns, gathering feedback, and driving customer loyalty through proactive improvements. Requirements include a bachelor’s degree and at least two years in customer-facing roles, with hands-on CRM

Qualifications

• Minimum 2 years in customer service or related roles.
• Strong verbal and written communication skills.
• Experience using CRM platforms and customer support tools.
• 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

Verbal communication

Written communication

Customer relationships

Problem solving

Organizational skills

Education

Bachelor's degree

Tools

CRM platforms

Microsoft Office

Job description

Asiacruit is seeking a highly motivated Customer Experience Specialist to deliver exceptional service across phone, email, chat, and other channels. You will be the primary point of contact for customers and work with internal teams to ensure smooth service delivery.

The role focuses on resolving concerns, gathering feedback, and driving customer loyalty through proactive improvements. Requirements include a bachelor’s degree and at least two years in customer-facing roles, with hands-on CRM