Customer Experience Executive

1 week ago

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

Main Activities and Responsibilities:
● Answering inbound calls and emails from Suppliers, Inventory Controllers and Vendor Replenishment Planners to schedule or modify booking in relation to the delivery of inventory to Coles Distribution Centres.
● Outbound calls to co-ordinate the scheduling of freight bookings
● Escalate the critical issues to the Management, where required.
● Ensuring the call flow process is followed as per the QA guidelines.
● Ensuring the emails that come into the IFS inbox are responded to with in SLA of 1 Hour.


Core Competencies:
Key Skills:
● Excellent listening skills
● Strong communication skills both written and verbal
● Attention to detail
● Ability to multi-task and retain information

● Time Management
● The ability to liaison effectively at all levels
● Experience in Logistics/Distribution Centre Industry


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
● Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion
● Addresses and resolves conflict constructively
● Ability to build rapport quickly and effectively
● Maintains service quality under time pressures
● Attention to detail


Qualifications and Typical Experience:
● 2 years plus experience in a customer service
● Substantial experience within similar role
● Experience working directly with clients


Other Position Requirements
● Available full time hours (40 per week across all times
● Monday to Saturdays (weekends would be on a rotating basis)
● Rotating hours – available from Monday to Friday 6.30am-4.30pm and Saturday 8am-12.30pm

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