Customer Experience Associate

Primer Group of Companies

Muntinlupa, Metro Manila

Full-Time

Posted on October 07, 2025

Job Summary

The Customer Experience Associate ensures a smooth and positive experience for clients by handling inquiries, orders, and concerns with accuracy and professionalism. The role supports day-to-day customer operations — from managing order updates and issue resolution to coordinating with internal teams — to maintain service quality and strengthen client relationships.

Duties and Responsibilities

• Customer Support
  • Respond to customer inquiries via phone, email, and live chat in a prompt and courteous manner.
  • Assist customers with product information, order inquiries, billing questions, and general troubleshooting. Collect and document customer feedback to identify areas for improvement in our products and services.
• Issue Resolution
  • Investigate and resolve customer complaints or issues effectively and efficiently. Escalate complex or unresolved matters to the appropriate department for further investigation.
• Product/Service Knowledge
  • Develop a deep understanding of our products and services to provide accurate information to customers. Stay updated on product features, promotions, and policies to assist customers effectively.
• Cross-functional Collaboration
  • Collaborate with sales, marketing, and operations teams to address customer needs and enhance the overall customer experience. Provide input on customer preferences and market trends to inform business decisions.
• Quality Assurance
  • Ensure adherence to company policies and procedures related to customer service and order management. Uphold quality standards and service level agreements to meet or exceed customer expectations.

Qualifications

• Bachelor's degree in management, advertising, marketing, or a related field preferred.
• Previous experience in customer service, retail, or a related field is desirable.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Proficiency in Microsoft and Google Applications
• Willingness to work flexible hours, including evenings and weekends as needed.