Premium CX Lead — Elevate Service Center Experience

Digits Trading Corporation; Quezon City; Presencial; PHP 900.000 - 1.300.000; Tempo integral

Resumo da vaga

Apple Authorized Service Center in Metro Manila seeks a Customer Experience Lead to champion service excellence across the end-to-end customer journey—from arrival to device release—maintaining premium brand standards and a welcoming environment.

You will coach frontline teams, manage escalations, monitor service quality, and collaborate with Operations, Technical Teams, and retail leadership to improve CX metrics and align with Apple's culture of simplicity and empathy.

Qualificações

• Bachelor's degree in a related field.
• 3–5 years of experience in Customer Experience, Customer Service, Retail Operations, Hospitality, or Service Center Operations.
• Experience handling customer escalations in a premium service environment.

Responsabilidades

• Oversee end-to-end customer journey at the service center from arrival to device release.
• Coach frontline teams to deliver exceptional customer experiences.
• Monitor CX metrics and drive improvements for NPS/CSAT and loyalty.
• Manage customer escalations professionally and promptly.
• Ensure brand standards and compliance across all touchpoints.

Conhecimentos

Customer experience

Team coaching

Premium service standards

Formação

Bachelor's Degree (Business Administration, Hospitality Management, Communications, Marketing, or related)

Descrição da vaga

Apple Authorized Service Center in Metro Manila seeks a Customer Experience Lead to champion service excellence across the end-to-end customer journey—from arrival to device release—maintaining premium brand standards and a welcoming environment.

You will coach frontline teams, manage escalations, monitor service quality, and collaborate with Operations, Technical Teams, and retail leadership to improve CX metrics and align with Apple's culture of simplicity and empathy.