VIP Customer Experience Specialist

Digital-Ris; San Antonio (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

Mphasis is seeking a Customer Service VIP Specialist to join our Platinum Team, acting as a trusted advocate for customers. You will handle complex inquiries, resolve escalated issues, and ensure a seamless journey across touchpoints.

The role requires adaptability, emotional intelligence, and a proactive problem-solving mindset. You will collaborate with quality and support teams to protect brand reputation and deliver outstanding service in a dynamic environment.

Qualifications

• 2+ years of experience in Customer Service, Account Management, or Customer Success.
• 2+ years of telecom customer service experience.
• Excellent verbal and written communication skills.
• Proficiency with CRM platforms such as Salesforce or Workflow Manager (WFM).
• Comfortable working in a Secure Workspace (SWS) environment (no personal electronics, pen/paper, etc.).

Responsibilities

• Serve as a front-line brand ambassador, providing exceptional support and guidance to customers across all interactions.
• Rapidly respond to and resolve escalated concerns while maintaining professionalism and collaboration with quality and support teams.
• Transform neutral or negative customer experiences into positive outcomes through proactive engagement and tailored solutions.
• Demonstrate empathy, patience, and a consistently positive attitude when addressing customer needs and concerns.
• Document all customer interactions thoroughly using designated CRM tools to ensure clarity and alignment across teams.

Skills

Customer service

Communication

Problem solving

Empathy

Relationship building

Tools

Salesforce

Job description

Mphasis is seeking a Customer Service VIP Specialist to join our Platinum Team, acting as a trusted advocate for customers. You will handle complex inquiries, resolve escalated issues, and ensure a seamless journey across touchpoints.

The role requires adaptability, emotional intelligence, and a proactive problem-solving mindset. You will collaborate with quality and support teams to protect brand reputation and deliver outstanding service in a dynamic environment.