Customer Engagement Officer

2 weeks ago

Makati City, National Capital Region, Philippines The Moment Group Full time ₱300,000 - ₱600,000 per year

Job Overview

The Customer Engagement Officer supports the development and execution of customer engagement strategies to ensure high levels of satisfaction, loyalty, and retention. This role works closely with internal teams to improve the customer journey, drive adoption of products and services, and address customer needs effectively.

The ideal candidate is customer-focused, organized, and eager to grow in a collaborative and fast-paced environment.


Key Responsibilities

Customer Support & Relationship Building

  • Serve as a key point of contact for customer inquiries and concerns.
  • Assist in managing day-to-day interactions with customers to ensure satisfaction and timely resolution of issues.
  • Help maintain customer databases and document key touchpoints and follow-ups.

Customer Retention & Loyalty

  • Support initiatives to improve customer retention and reduce churn.
  • Assist in implementing loyalty programs or campaigns that promote customer engagement and repeat usage.

Customer Experience Support

  • Collaborate with marketing and product teams to enhance onboarding and overall customer journey.
  • Gather and analyze customer feedback through surveys and other tools to identify improvement areas.

Performance Tracking

  • Monitor basic customer satisfaction metrics such as CSAT or NPS.
  • Help prepare reports and presentations to provide insights on customer engagement activities and results.

Cross-functional Collaboration

  • Coordinate with sales, marketing, and product teams to ensure consistent messaging and service delivery.
  • Support internal teams in addressing customer feedback and improvement areas.

Qualifications

Education & Experience

  • Bachelor's degree in Business, Marketing, Communications, or a related field.
  • At least 1–2 years of experience in customer support, account coordination, or a related role.
  • Experience working with CRM platforms (e.g., Salesforce, HubSpot) is a plus.

Skills & Attributes

  • Strong communication and interpersonal skills.
  • Organized and detail-oriented with good time management.
  • Customer-focused mindset and proactive in solving problems.
  • Basic data interpretation or reporting skills.
  • Comfortable working in a team environment and learning new tools or processes.

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