Philippines Customer Experience Specialist Operations

Philippines Customer Experience Specialist - Remote Eligible

Job Tags: Operations

About The Role

Philippines Customer Experience Specialist

Passionate Customer Experience Specialist

Are you fluent in satisfaction? Spent spare time pairing a Sonos to your neighbours' pool deck, or explained to your grandparents how to use FaceTime? Do you have a passion for helping people? Does the idea of contributing to a waste-free future excite you? If so, we're looking for you

You:

• Appreciate a good debate even with your boss
• Thrive in fast-paced change; take decisive action, and run with great ideas—even if they're not yours
• Solutions-focused; figure out how to fix it instead of who is to blame
• Driven by curiosity; always learning, growing, and embracing discomfort for progress.
• Bring high energy to all your interactions
• Community-minded and driven to make an impact

We:

• Act with Impact; we work to protect and restore the environment while making sustainability cool.
• Encourage testing, learning, and growing—we love data-backed, creative decisions.
• Value intelligence, resourcefulness, and innovative thinking over rigid experience requirements.
• Embrace smart risk-taking; we move fast, take action, and aren't afraid to fail forward.
• Believe that accountability drives success, so foster empowerment not entitlement

Our Core Values:

1. Commit to a culture that builds a strong COMMUNITY
2. Foster CREATIVITY to inspire fresh innovation
3. Embrace COURAGE by taking action despite uncertainty
4. Live with Awareness and CONSCIOUSNESS of our choices

The Company:

We are famous for being the creators of the world's first compostable phone case and our latest leading edge innovation Lomi, the must-have smart-waste appliance for your home. We're fast-moving and on a mission to build something bold—and we're doing it quickly. Our environment is dynamic and constantly evolving. If you thrive in uncertainty, love solving problems and prefer action over perfection, you'll fit right in. We value ownership, initiative, and the ability to just get sh*t done. Success here means being comfortable with a 90% solution, moving fast, and iterating even faster. It's challenging, it's exciting, and it's definitely not boring. If you're looking for a place where you can grow fast, wear a lot of hats, and make a real impact— we welcome you to join a group of innovators who are committed to creating a waste-free future.

The Opportunity:

As a CX Agent, you will play a pivotal role in providing the highest calibre customer service across various channels, including (but not limited to) email, live chat, phone, and social media. You will be the front line of communication, addressing inquiries about our products, memberships, subscription, and overall business, while embodying our core values and brand ethos.

Responsibilities:

• Provide customer delighting service through our support tool to ensure all interactions are approachable, optimistic, considerate, accurate, and timely.
• Be the go-to person for customers, offering support and guidance to enhance their overall experience.
• Serve as a dedicated resource for customers with memberships and subscriptions, ensuring they receive personalized assistance.
• Implement retention and execute strategies to help reduce churn, actively engaging with customers to understand their needs and address concerns.
• Act as a passionate ambassador and advocate for our brand and product lines, embodying our values and mission.
• Foster a positive brand perception by consistently delivering exceptional customer interactions.
• Proactively identify and resolve customer issues, taking ownership to ensure seamless deliveries, transactions, and overall experiences.
• Employ a solution-oriented mindset in order to determine the root cause of any troubleshooting concerns relating to all aspects of the customer experience and product usability, to guarantee customer satisfaction and loyalty.
• Work with the CX Leadership team to share customer insights and contribute to strategies aimed at enhancing the overall customer experience.
• Provide valuable feedback based on customer interactions to improve processes and product offerings.

Requirements:

You are available to work: Tuesday to Saturday overnight between the hours of 10pm-6am or 4am-12pm PHT

• You have experience in customer-facing roles.
• You have superior written and oral communication skills.
• You have strong people skills — you are excited by the idea of chatting with new and interesting folks.
• You are friendly and empathetic.
• You are a quick learner and can think on your feet.
• Experience with Richpanel, Zendesk or similar CRM
• You are passionate about creating amazing experiences for customers
• You are a self-starter who thrives in a fast-paced environment and delights in problem-solving
• You can adapt to change in a fast-paced environment and embrace new challenges.
• You are a team player who works well with a wide range of personalities and is ready to contribute to an awesome team environment.

Salary: 45,000-50,000 PHP monthly