Customer Experience Specialist

4 weeks ago

Mandaluyong, Philippines Lhoopa Inc. Full time

Job Summary The Customer Experience Specialist is responsible for ensuring that every customer interaction is handled promptly, accurately, and professionally. This role focuses on resolving customer inquiries and concerns across various communication channels—such as ticketing systems, phone calls, and other official company platforms—while maintaining a high level of empathy, efficiency, and adherence to service level agreements (SLAs). < h3>Key Responsibilities Acknowledge and respond to all customer inquiries within the required turnaround time (SLA). Deliver accurate information and professional support through multiple channels, including email, chat, and phone. Resolve customer concerns within the standard 3–5 business day resolution timeline, or communicate a clear commitment when additional time is required. Ensure high-quality and empathetic communication in all customer interactions, aligned with company quality assurance guidelines. Escalate complex or unresolved issues to the appropriate department while keeping customers informed of progress. Accurately document all customer interactions, resolutions, and follow-ups in the ticketing system for tracking and reporting. Collaborate with internal teams to identify and share feedback on recurring customer concerns or process improvement opportunities. Qualifications Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience). At least (2+) years of experience in customer service, customer support, or a similar role. Strong verbal and written communication skills. Excellent problem-solving abilities and attention to detail. Empathetic and customer-oriented mindset. Proficiency in using CRM or ticketing systems (e.g., Zendesk, Freshdesk, Salesforce). Ability to manage multiple priorities in a fast-paced environment. #J-18808-Ljbffr

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