Customer Experience Specialist

Employment Type: Full-Time Employment

Work Setup: Onsite onboarding for a two to four weeks, followed by a transition to a remote setup.

Work Schedule: Night Shift (Following U.S. Eastern Time Zone)

Location: Eastwood, Libis, Quezon City

Salary Package: Up to 40,000 PHP/Monthly

We are seeking a highly organized, customer-focused Customer Service Representative to support our expanding operations. This role is responsible for answering inbound calls, assisting customers with inquiries, and ensuring an exceptional service experience. The ideal candidate excels in communication, demonstrates strong organizational skills, and is experienced in working within KPI-driven environments, including NPS and CSAT performance metrics. This position also includes follow-up support related to customer feedback, as well as operational and account management assistance.

Responsibilities:

• Customer Interaction & Call Handling

• Answer and manage inbound customer calls promptly, professionally, and courteously.

• Provide accurate information, resolve customer issues, or direct calls to the appropriate department.
• Maintain a customer-first approach and ensure a positive experience in every interaction.

• Service Quality, Communication & Documentation

• Communicate clearly and effectively with customers, team members, and internal departments.

• Document customer interactions, issues, and resolutions accurately within the CRM system.
• Follow escalation protocols for complex or high-priority customer concerns.

• NPS & CSAT Follow-Up

• Assist with follow-up actions related to NPS and CSAT results, including contacting customers to gather additional feedback or clarify concerns.

• Work with internal teams to ensure customer feedback is addressed and improvement actions are tracked.
• Support initiatives designed to enhance overall customer satisfaction and loyalty.

• Organizational Excellence & Administrative Support

• Maintain accurate records and ensure up-to-date customer information across systems.

• Manage multiple tasks and workflows with strong attention to detail.
• Support operational tasks as needed, including internal coordination, documentation, and process alignment.

• Operational & Account Management Support

• Assist account managers with routine administrative and operational tasks.

• Support activities such as account updates, reporting, follow-ups, scheduling, and task coordination.
• Contribute to seamless communication and collaboration between customer service, operations, and account management teams.

• KPI Tracking & Performance

• Adhere to established KPIs, including call-handling metrics, productivity benchmarks, NPS, and CSAT goals.

• Participate in coaching, performance reviews, and continuous improvement initiatives.
• Maintain high quality assurance standards and contribute to a performance-driven

Job Requirements:

• Prior customer service, call center, or client-facing experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational abilities with the capacity to manage multiple priorities.
• Experience working with KPI measures, specifically NPS and CSAT, is highly preferred.
• Familiarity with CRM platforms (HubSpot) and call-handling tools is a plus.
• A customer-centric mindset, with strong problem-solving and follow-through skills.

What We're Looking For:

• A proactive, empathetic, and solutions-oriented team member
• Someone who thrives in a fast-paced, customer-focused environment
• A candidate comfortable working with performance metrics and continuous improvement
• An individual who brings professionalism, clarity, and consistency to every customer interaction

About Intelassist

Established in 2007, Intelassist is a remote staffing organization that originated from a collaboration between US-based industry professionals and an experienced operational team in Manila, Philippines. Our US team brings over 20 years of experience in engineering, manufacturing, IT, finance, and high-level operations, while our Manila-based team offers over 15 years of experience in delivering exceptional support to global enterprises.

Our coast-to-coast US offices, in collaboration with our dedicated employees in the Philippines, enable us to deliver results to clients in various markets and for a wide range of roles. With over 15 years of experience in the BPO industry, Intelassist places a strong emphasis on organizational resilience and social stewardship to foster lasting, meaningful partnerships within our team and with our clients.

At the core of our business lie our people. Our ability to recruit, train, and, most importantly, retain exceptional team members is not only what enables Intelassist to attract the region's finest talent but also what bestows stability upon our clients through reduced turnover and tangible outcomes.

With a workforce of slightly over 1,000 employees, we strike a balance – substantial enough to possess profound insight into the Business Process Outsourcing (BPO) industry, yet intimate enough to maintain the family-like, high-energy work atmosphere that our candidates seek.

At Intelassist, we specialize in sourcing, training, and retaining top-tier talent, each exclusively dedicated to meeting our clients' unique needs. Our proven track record and local presence ensure that Intelassist clients enjoy increased productivity, reduced staff turnover, and significant cost savings.

WHY INTELASSIST?

We grow together. We value your effort. We aim to empower you.