Senior Customer Experience Associate

3 days ago

Ayala Alabang, National Capital Region, Philippines Asticom Technology Inc Full time
What You'll Be Doing
  • Engage with customers through phone, email, or chat to provide helpful and timely support
  • Address inquiries with empathy and professionalism while ensuring efficient issue resolution
  • Handle concerns calmly and effectively using strong communication and conflict management skills
  • Manage workload and priorities efficiently in a dynamic, fast-paced environment
  • Use data and customer feedback to identify trends, anticipate needs, and recommend improvements
  • Share insights on recurring issues and help refine processes for better customer satisfaction
  • Participate in projects aimed at enhancing the overall customer journey (e.g., CSAT, NPS initiatives)
  • Uphold company values by maintaining a positive and customer-centric attitude

What We're Looking For

  • At least 6 months to 1 year of experience in a contact center handling English-speaking accounts
  • Experience using multiple channels (calls, emails, chat) is an advantage
  • Excellent written and verbal English communication skills
  • Strong analytical thinker with effective problem-solving and negotiation abilities
  • Self-motivated and comfortable working both independently and as part of a team
  • Familiarity with customer experience metrics such as CSAT, NPS, AHT, QA, and FRT
  • Knowledge of CX tools or analytics platforms is a plus
  • Open to working weekends and holidays when required
  • Willing to report on-site once a month at MCX (MUNTINLUPA-CAVITE EXPRESSWAY)
  • Can start immediately

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