Customer Experience Representative
Makati City
Job Summary:The Customer Experience Representative (CXR) is responsible for conducting outbound calls to support Voice of Customer (VoC) programs (NPS, CSAT, CES) and service recovery initiatives.
This role plays a critical part in gathering accurate customer insights, delivering high-quality customer interactions, and contributing to the continuous improvement of overall customer experience.
Specific Duties Responsibilities:Conduct outbound calls on VoC surveys (NPS, CSAT, CES, etc.) and service recovery effortsDelivers high-quality customer interactions focused on empathy, resolution, and professionalismAccurately record customer feedbackIdentify potential drivers of satisfaction and dissatisfactionEscalate complex or unresolved concerns to the Team Leader or appropriate support teams in a timely mannerMeet daily, weekly and monthly targets, including call volume, response rates, completion rates and quality scoresAdhere to schedule and productivity standards (attendance, availability, and adherence)Ensure compliance with company guidelines and regulatory requirements.
Qualifications
Bachelor’s degree in Business Administration, Communications, or a related field (Non-negotiable)
Must have at least/minimum 1 year of call center experience, preferably in an outbound setting (Non-negotiable)
Experience in customer surveys or service recovery is an advantage
Excellent verbal communication skills, with clear articulation, strong listening and conversational control, and confidence in engaging with different customers professionally in both English and Filipino (Non-negotiable)
Demonstrate strong analytical, critical thinking and probing skills (Non-negotiable)
Basic computer skills and experience with CRM tools. (Non-negotiable)
Ability to work under pressure and meet performance targets (Non-negotiable)
Must Have
Bachelor’s degree in Business Administration, Communications, or a related field