Onsite CX Associate – Resolve & Delight Customers

Gratitude Philippines; Manila; On-site; PHP 201,000 - 312,000; Full time

Job summary

Gratitude Philippines is seeking a Customer Experience Associate to join our team in Taguig City or Pampanga. You will handle customer inquiries, resolve issues, and deliver friendly, accurate information while upholding service standards.

Ideal candidates have 1–4 years in customer service, strong communication and problem-solving skills, and are willing to work onsite with flexible shifts. The role offers a competitive monthly salary of ₱18,000–₱28,000 and room to grow within a dynamic

Qualifications

• 1–4 years of relevant customer service experience.
• Experience in utilities, telecommunications, insurance, banking, or financial services is preferred.
• Strong verbal and written communication skills.
• Good listening, problem-solving, and interpersonal skills.
• Ability to handle customer complaints and challenging situations professionally.
• Basic computer proficiency and the ability to navigate multiple systems.

Responsibilities

• Respond to customer inquiries through assigned communication channels, including phone, email, or chat.
• Provide accurate information about products, services, account details, and company procedures.
• Resolve customer complaints and concerns professionally and efficiently.
• Identify customer needs and recommend appropriate solutions.
• Escalate complex issues to the appropriate department when necessary.
• Maintain accurate customer records and document interactions in the designated systems.
• Follow standard operating procedures (SOPs), quality guidelines, and service-level agreements (SLAs).
• Demonstrate empathy, patience, and professionalism in all customer interactions.
• Meet performance targets related to customer satisfaction, quality, productivity, and attendance.
• Maintain the confidentiality of customer information and comply with applicable data privacy policies.
• Collaborate with team members and supervisors to achieve operational goals.

Skills

Communication skills

Problem solving

Interpersonal skills

Customer service

Job description

Gratitude Philippines is seeking a Customer Experience Associate to join our team in Taguig City or Pampanga. You will handle customer inquiries, resolve issues, and deliver friendly, accurate information while upholding service standards.

Ideal candidates have 1–4 years in customer service, strong communication and problem-solving skills, and are willing to work onsite with flexible shifts. The role offers a competitive monthly salary of ₱18,000–₱28,000 and room to grow within a dynamic