Customer Experience Representative
About the role
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.
What you’ll do
- Conduct outbound calls on VoC surveys (NPS, CSAT, CES, etc.) and service recovery efforts
- Delivers high-quality customer interactions focused on empathy, resolution, and professionalism
- Accurately record customer feedback
- Identify potential drivers of satisfaction and dissatisfaction
- Escalate complex or unresolved concerns to the Team Leader or appropriate support teams in a timely manner
- Meet daily, weekly and monthly targets, including call volume, response rates, completion rates and quality scores
- Adhere 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
- Bachelor’s degree in Business Administration, Communications, or a related field
- 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)