Customer Experience Executive

4 days ago

Makati City, National Capital Region, Philippines Probe CX Full time ₱40,000 - ₱60,000 per year
Job Description

Responding to customer enquiries, recording relevant data and ensuring maximum efficiency with respect of addressing and resolving customer queries.

Main Activities and Responsibilities:  

  • Ensuring that all customer enquiries are answered promptly and professionally.

  • Using on-line systems to access data and answer customer queries within predetermined service times.

  • Entering customer requests/queries on-line.

  • Maintaining accurate customer records.

  • Documenting and distributing clear, concise and appropriate technical support material to customers as required.

  • Liaising with other internal areas to provide answers for customers.

  • Escalating more complex customer enquiries to relevant channels.

  • Liaising with agents on customer queries and complaints.

  • Consistently meet set KPIs

  • Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.

  • Complete all necessary training requirements and professional development opportunities. 
     

Core Competencies:  
Leadership

  • Adjusts own work practices to support change

  • Manage own performance & development

  • Role model & hold others accountable for demonstrating our values and behaviours

Systems Processes & Policy

  • Ensure all policies & procedures are adhered to, including compliance obligations

  • Contribute to improvements in function/team

Client & Stakeholders

  • Maintain effective working relationships with Managers & peers

Financial

  • Display cost awareness

Key Skills and Capabilities: 

  • Problem-solving and conflict-resolution skills

  • Excellence in service delivery

  • Proficient written and oral communication skills

  • Ability to build relationships & work collaboratively with clients and organisational peers

  • Efficient and accurate typing ability

  • Addresses and resolves conflict constructively

  • Ability to build rapport quickly and effectively

  • Maintains service quality under time pressures

  • Attention to detail

  • Proficient PC Skills

Qualifications and Typical Experience:  

  • Certificate 3 in Customer Service (desirable)

  • 2 years plus experience in a customer service/sales position or related industry (desirable)

  • Other Position Requirements: 

  • Current driver's license to travel to other sites and client appointments

  • Some interstate travel may be required

  • Subject to business demands, additional hours may be required

  • May be required to travel and work across various sites

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