Customer Experience Specialist

JOB SUMMARY

We are seeking a dedicated and experienced Customer Experience Specialist (Escalations & Retention) to play a pivotal role in delivering exceptional customer experiences. This role involves handling complex customer inquiries, resolving escalated issues, and collaborating with cross-functional teams to enhance customer satisfaction. The ideal candidate will contribute significantly to customer win-back initiatives, provide call-out support, and manage Level 1 escalations, ensuring swift and effective resolutions.

JOB RESPONSIBILITIES

Customer Win-back

• Analyze customer feedback to identify opportunities for re-engagement.
• Collaborate with retention teams to design and implement win-back campaigns.
• Develop and execute strategies to retain customers who have churned or expressed dissatisfaction.

Level 1 Escalation

• Act as the first point of contact for escalated customer issues.
• Evaluate the complexity of cases and escalate to higher tiers when necessary.
• Assess the severity of problems and determine appropriate corrective actions.

Outbound Support

• Handle urgent customer inquiries promptly and efficiently through outbound communication.
• Coordinate with relevant departments to ensure timely and effective resolution of issues.
• Provide specialized support for escalations, maintaining high standards of customer service.

JOB QUALIFICATIONS

Education

• Bachelor's degree in Business Administration, Communication, or a related field.

Role-Related Skills

• Experience: Minimum of 2-3 years in customer service roles, preferably within the e-commerce or retail industry.
• Technical Proficiency: Familiarity with Customer Relationship Management (CRM) systems and support tools.
• Problem-Solving Abilities: Demonstrated capability to handle complex customer issues and develop effective solutions.
• Analytical Skills: Ability to analyze customer feedback and data to identify trends and opportunities for improvement.

Soft Skills

• Communication: Exceptional verbal and written communication skills in English; proficiency in Filipino is a plus.
• Empathy: Strong ability to understand and relate to customer needs and concerns.
• Adaptability: Flexibility to manage multiple tasks and adapt to changing priorities in a fast-paced environment.
• Team Collaboration: Proven experience in working collaboratively with cross-functional teams.
• Time Management: Excellent organizational skills with the ability to prioritize tasks effectively.
• Customer-Centric Mindset: A strong commitment to delivering outstanding customer experiences.

Work Arrangement:

This role follows a hybrid work model, requiring two (2) days onsite at our Aseana City, Parañaque office and allowing three (3) days work from home each week

ABOUT US:

SnapMart is the Philippines’ fastest growing and leading online grocery platform, offering end-to-end eCommerce tailored solutions for its partners (https://landers.ph) to provide our customers with an unparalleled selection of fresh food, household essentials delivered to your door in the 2h delivery window of your choice.

Our Landers Superstore app is now available for download on the App Store and Google Play! Download and order now!

We are looking for superstars to join now our customer-employee-technology and data-driven family!