Job Description
We are a leading Business Process Outsourcing (BPO) firm dedicated to delivering world-class support services to clients across North America and Europe. We are currently expanding our team and looking for a passionate Customer Experience Specialist to join us in Metro Manila.
We pride ourselves on a vibrant work culture that values professional growth, inclusivity, and high-performance excellence. If you are looking for a career where your voice matters and your contributions drive real impact, we want to meet you.
Benefits & Perks
- Competitive monthly salary with performance-based incentives.
- Full Health, Dental, and Life Insurance coverage.
- Hybrid work flexibility and modern office amenities in BGC.
- Structured training programs and clear career progression pathways.
Responsibilities
- Manage high-volume inbound and outbound customer inquiries via phone, email, and chat.
- Resolve customer issues and complaints with empathy, accuracy, and a focus on first-call resolution.
- Maintain and update accurate customer records in the CRM system.
- Adhere to company scripts, quality assurance standards, and compliance regulations.
- Collaborate with the support team to identify process improvements and enhance customer satisfaction.
- Handle escalations professionally and escalate complex issues to senior management when necessary.
Qualifications
- High school diploma or Bachelor’s degree in any field (relevant BPO experience is a plus).
- Strong command of the English language with excellent verbal and written communication skills.
- Proven experience in customer service or call center operations is highly preferred.
- Proficiency in using computer systems, CRM software, and MS Office applications.
- Ability to work in shifts, including night shifts, as required by business operations.
- Strong problem-solving skills and the ability to remain calm under pressure.