Customer Experience
1 week ago
Customer Experience & Operations Lead at Globe Telecom GOMO is looking for a Customer Experience & Operations Lead to design and deliver the next level of GOMO’s care and retention strategy. This role goes beyond managing service requests; you will architect a frictionless, digital-first customer experience where aftersales journeys, escalation protocols, and resolution speed are designed to build loyalty and advocacy. From insights to automation, you’ll ensure GOMO sets the benchmark for fast, simple, and delightful customer service in the industry. If you are analytical, user-obsessed, and operationally sharp, this is your chance to redefine what care means in one of the boldest digital brands in the country. Key Responsibilities Care & Retention Strategy Develop and own the Care & Retention roadmap aligned with NPS and churn targets. Define escalation flows, resolution benchmarks, and service recovery playbooks. Conduct quarterly reviews and recalibrate based on customer and business needs. Customer Insights & Experience Improvement Review NPS/Voice-of-Customer dashboards to detect systemic issues. Track churn signals, repeat complaints, and top call drivers weekly. Conduct monthly deep dives (verbatim analysis, journey mapping) to refine aftersales experience. Translate insights into backlog items and collaborate with Product Owners to deliver solutions. Care Operations & Automation Digitize high-volume transactions (SIM, top-ups, MoCreds, roaming). Enhance chatbot, ticket routing, and first-contact resolution automation. Ensure dashboards for care efficiency, escalation, and cost monitoring are updated and accurate. Run vendor calibration sessions to align SLAs with customer experience outcomes. Performance & Governance Report weekly on NPS, resolution speed, and first-contact resolution. Conduct monthly reviews on how care initiatives impact retention and loyalty. Regularly align with Brand, Ops, and Growth Pods to connect care performance with overall business health. Requirements 6–8 years of experience in customer experience, service operations, or retention roles. Strong skills in CX analytics, care tooling, and service process design. Proven success in deploying automation, chatbots, or digital-first service models. Excellent collaborator across cross-functional teams and external vendors. Highly analytical, empathetic, and results-driven. Bonus: Background in telco, fintech, subscription services, or digital platforms. Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants. Any form of discrimination is not tolerated throughout the entire employee lifecycle, including posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here. Make Your Passion Part of Your Profession. Attracting the best and brightest talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us. #J-18808-Ljbffr
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Customer Experience Supervisor
2 weeks ago
Taguig, Philippines Sika Full timeCustomer Experience Supervisor# Customer Experience SupervisorFull-time Marketing Taguig, Metro Manila, PhilippinesShare3. Customer Experience SupervisorCustomer Experience Supervisor, Taguig, Metro Manila, Philippines, Marketing, Chemicals## Our goals - Your path**Specific Duties and Responsibilities:****Team Leadership:**· Supervise and lead the customer...
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Customer Experience Supervisor
2 weeks ago
Taguig, National Capital Region, Philippines Sika Full timeCompany DescriptionWith over 100 years of experience, Sika is a worldwide innovation and sustainability leader in the development and production of systems and products for commercial and residential construction, as well as the transportation, marine, automotive, and renewable energy manufacturing industries.Sika has offices in over 103 countries with over...
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Customer Experience Specialist
3 weeks ago
Taguig, Philippines TalentPop App Full timeOverview Customer Experience Specialist (E-commerce & Support Platforms) - Remote About TalentPop At TalentPop, we believe that great customer service isn't just about solving problems—it's about building relationships. We're a remote team dedicated to helping e-commerce brands thrive by providing an exceptional customer experience. We're looking for a...
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Customer Experience Executive
1 week ago
Taguig, Philippines Probe CX Full timeJOB SUMMARY: Under the supervision of the Circle Leaders, the primary objective of the Customer Experience Executive position is to provide world-class service to our customers in an accurate, efficient, and respectful manner on every call as measured by different performance metrics. Educational Attainment: At least a Senior High School Graduate Desired...
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Customer Experience Executive
1 week ago
Taguig, Philippines Probe Group Full timeJob Summary Under the supervision of the Circle Leaders, the primary objective of the Customer Experience Executive position is to provide world-class service to our customers in an accurate, efficient, and respectful manner on every call as measured by different performance metrics. Educational Attainment At least a Senior High School Graduate Desired Years...
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Customer Experience Executive
29 minutes ago
Taguig, Philippines Probe Group Full time## Customer Experience ExecutiveAt Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are...
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Customer Experience Associate
1 week ago
Taguig, National Capital Region, Philippines HelloConnect, Inc. Full time ₱300,000 - ₱600,000 per yearAbout UsHelloConnectHelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now...
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Customer Experience Executive
6 days ago
Taguig, National Capital Region, Philippines Probe CX Full time ₱150,000 - ₱250,000 per yearJOB SUMMARY:Under the supervision of the Circle Leaders, the primary objective of the Customer Experience Executive position is to provide world-class service to our customers in an accurate, efficient, and respectful manner on every call as measured by different performance metrics.Educational Attainment:At least a Senior High School GraduateDesired Years...
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Lead-Customer Experience
4 days ago
Taguig, Philippines Sutherland Full timeCompany Overview Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients’ and customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible -...
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Customer Experience Specialist
3 weeks ago
Taguig, Philippines ARTECH TECHNOLOGY INC Full timeKey Responsibilities Respond to customer inquiries via email, chat, and other support channels. Troubleshoot and resolve issues related to account access, transactions, and platform functionality. Escalate complex cases to specialized teams while ensuring timely follow-up. Maintain detailed records of customer interactions using internal tools. Collaborate...
