Customer Experience Associate

3 weeks ago

Angeles, Philippines THESTUDIO Full time

Customer Experience Associate Location: Manila, Philippines • 100% remote • Full‑time About Us THE/STUDIO empowers individuals to unleash creativity and bring unique ideas to life through custom products. With a global team across the U.S., Europe, South America, Africa, and Asia/Pacific, we combine human expertise with AI‑integrated systems to deliver seamless, top‑quality experiences. The Role As a Customer Experience Associate, you will ensure customer satisfaction and retention by handling post‑sales inquiries related to orders. You will manage edit requests, deadlines, order issues, claims, and overall order processes. What You’ll Do Process Orders: Accurately enter customer orders, verify product availability, pricing, and delivery schedules, ensuring all details are correct and deadlines met. Resolve Customer Issues: Handle after‑sales queries such as edit requests, order status, and claims, communicating professionally and maintaining customer satisfaction. Maintain Records: Keep up‑to‑date customer interaction logs and order resolutions in HubSpot (CRM). Multichannel Support: Respond to tickets, live chats, and email within agreed SLAs. Prioritize & Escalate: Assess ticket urgency, prioritize, and raise escalation when necessary. Use Support Tools: Navigate HubSpot and related platforms efficiently. Outbound Outreach: Make follow‑up calls, gather feedback, and provide updates; document all interactions in the CRM. Ensure Accuracy: Update records promptly, minimizing errors while working quickly. About You Excellent verbal and written communication skills with a focus on customer service. Strong multitasking and prioritization abilities in a fast‑paced environment. Attention to detail and precision when handling orders. Problem‑solving mindset – resolve issues efficiently. Previous customer‑facing or support experience preferred. Familiarity with order‑management systems is a plus. Remote‑ready: desktop/laptop with 8 GB RAM, noise‑canceling headset, stable 20 mbps internet, quiet space for calls. Company Values Intellectually curious – ask questions, challenge the status quo. Self‑motivated – deliver excellence driven by purpose. Effective communication – minimise misunderstandings in a remote team. Radical candor – provide and accept constructive feedback. High sense of urgency to enable quick decisions. Customer‑centric mindset – always start with customer perspective. Results‑driven – exceed measurable objectives. Hiring Process Submit application (resume/CV in English). Initial chat with Global Recruiter. Interview with Hiring Manager. Assessment or case study (if applicable). Final interview. We’ll notify all applicants via email regardless of the outcome. Equal‑Opportunity Employer THE/STUDIO is an Equal Opportunity Employer and welcomes applicants from all backgrounds. We maintain a fair, inclusive, and equitable workplace free from discrimination, harassment, and retaliation. Note: No third‑party recruiters/agencies please. #J-18808-Ljbffr

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