Customer Experience Specialist

2 weeks ago


Pasig, National Capital Region, Philippines Rbox International Solutions Inc. Full time

We are seeking a passionate and dedicated Customer Experience Specialist to ensure exceptional experiences for our customers at every touchpoint. In this role, you will act as a bridge between the customer and the company, advocating for their needs, resolving concerns, and helping to enhance our services/products to deliver unmatched satisfaction.

Work Schedule & Shift Expectations

Please note that this is a permanent night shift position.

  • The primary schedule will fall between Monday to Friday or Tuesday to Saturday, depending on business needs.

  • We are looking for someone who is flexible and open to shifting schedules, as adjustments may occur based on operational requirements.

  • Candidates must be comfortable working night hours consistently and be adaptable to possible changes in shift assignments.

Key Responsibilities

  • Customer Interaction:

    • Engage with customers across various channels (email, phone, chat, or social media) to provide timely, personalized assistance.

    • Resolve inquiries, complaints, and feedback with professionalism and empathy.

  • Customer Advocacy:

    • Identify customer pain points and advocate for solutions that improve their experience.

    • Collaborate with internal teams to ensure customer feedback is incorporated into product or service improvements.

  • Problem Solving:

    • Address and troubleshoot complex customer concerns, escalating issues when necessary.

    • Maintain a proactive approach to prevent potential issues and foster loyalty.

  • Data Management:

    • Accurately document customer interactions and solutions in the CRM system.

    • Analyze trends and report insights to drive strategic improvements.

  • Continuous Improvement:

    • Stay updated on company products, services, and policies to provide accurate guidance.

    • Contribute ideas for enhancing customer satisfaction and operational efficiency.

Qualifications and Skills

  • Experience:

    • Previous experience in customer service, customer success, or a related role is preferred.

  • Skills:

    • Strong communication skills, both written and verbal.

    • Empathy and problem-solving abilities.

    • Attention to detail and organizational skills.

    • Proficiency in NetSuite and other customer service tools is a plus

  • Mindset:

    • Customer-first attitude with a passion for delivering exceptional service.

    • Ability to handle challenging situations with patience and tact.

Preferred Qualifications:

  • Previous experience in the pharmaceutical industry or related industry.

  • Previous experience with a night shift schedule.

  • Fluent in English - with an American accent.

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