Senior Customer Experience

Senior Customer Experience - Turn every customer concern into an opportunity to make an impact.

At Boss Cargo Express, customer experience is more than answering inquiries.

It's about listening, understanding the situation, taking ownership, coordinating with the right teams, and making sure every customer feels that their concern matters.

We are looking for a Senior Customer Experience professional who can handle complex customer concerns, provide effective service recovery, coordinate closely with Operations and other departments, and help elevate the overall customer experience.

This is a role for someone who is confident in dealing with customers, calm under pressure, solution-oriented, and ready to take greater ownership of customer experience.

If you're ready to turn customer interactions into meaningful experiences and grow into a stronger customer experience professional, this could be your next step.

What You'll Do:

Customer Experience Management

• Serve as a senior point of contact for customer inquiries, requests, concerns, and service-related issues.
• Provide timely, professional, and customer-focused responses through appropriate communication channels.
• Understand customer concerns and identify the appropriate resolution based on company policies and operational capabilities.
• Handle complex or escalated customer concerns that require deeper investigation and coordination.
• Ensure customers receive clear, accurate, and timely updates throughout the resolution process.
• Take ownership of customer concerns from initial contact through resolution.
• Maintain professionalism, empathy, and composure when dealing with difficult or dissatisfied customers.
• Ensure every customer interaction reflects the service standards and values of Boss Cargo Express.

Complaint Handling & Service Recovery

• Receive, document, investigate, and resolve customer complaints and service issues.
• Coordinate with Operations, Billing, Claims, Sales, and other concerned departments to determine the root cause of customer concerns.
• Conduct appropriate service recovery actions within established company policies and authority.
• Escalate critical or unresolved concerns to the appropriate supervisor or manager.
• Monitor open customer cases and ensure proper follow-through until closure.
• Identify recurring complaints and service issues that may require operational or process improvements.
• Provide recommendations to prevent recurring customer concerns.
• Maintain proper documentation of complaints, resolutions, commitments, and customer feedback.

Operations Coordination

• Coordinate closely with Operations regarding shipment status, delivery concerns, delays, missing or damaged cargo, and other service issues.
• Follow up on operational commitments and ensure customers receive accurate updates.
• Validate information before communicating shipment or service-related updates to customers.
• Facilitate coordination between customers and internal teams when immediate action is required.
• Assist in resolving operational concerns that directly affect the customer experience.
• Escalate urgent concerns appropriately and ensure timely action.
• Maintain strong working relationships with branch and outstation operations teams.

Customer Communication

• Communicate clearly and professionally with customers through calls, email, messaging platforms, and other approved channels.
• Explain company processes, policies, service limitations, and resolutions in a clear and customer-friendly manner.
• Manage difficult conversations while maintaining professionalism and respect.
• Adjust communication approach based on the customer's concern, urgency, and situation.
• Ensure commitments made to customers are properly coordinated and monitored.
• Protect customer information and maintain confidentiality at all times.

Customer Feedback & Experience Improvement

• Capture customer feedback and identify recurring customer pain points.
• Monitor trends in customer complaints, inquiries, delays, service failures, and other customer experience issues.
• Prepare reports and summaries of customer concerns for management review.
• Provide insights and recommendations that can improve service quality and customer satisfaction.
• Work with Operations and other departments to identify opportunities for process improvement.
• Support initiatives designed to improve the overall customer journey.
• Help translate customer feedback into actionable improvements within the organization.

Customer Experience Reporting

• Maintain accurate and updated customer concern and complaint records.
• Monitor open, pending, resolved, and escalated customer cases.
• Prepare regular reports on customer concerns, service issues, turnaround time, and resolution status.
• Track recurring issues and identify potential operational trends.
• Monitor compliance with established customer service standards and response timelines.
• Provide data and insights that can support management decision-making.

Team Support & Coaching

• Serve as a resource person for junior Customer Experience team members.
• Assist in coaching team members on proper customer communication and complaint handling.
• Share best practices in handling difficult customers and complex concerns.
• Support the team in resolving cases that require additional experience or judgment.
• Help ensure consistency in customer service standards across the team.
• Provide constructive feedback and recommendations to improve team performance.
• Support onboarding and knowledge-sharing activities for new Customer Experience employees.

Policy & Process Compliance

• Ensure customer interactions and resolutions are aligned with company policies, procedures, and service standards.
• Properly document customer concerns and actions taken.
• Coordinate with the appropriate department before making commitments that require operational, financial, or management approval.
• Protect confidential customer and company information.
• Immediately escalate concerns involving potential claims, major service failures, security issues, or other critical incidents.
• Support the implementation of Customer Experience policies, SOPs, and service standards.

What We're Looking For:

• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, Customer Experience, Psychology, or a related field.
• At least 2–4 years of experience in Customer Service, Customer Experience, Client Relations, Account Management, or a related field.
• Experience handling customer complaints, escalations, and service recovery is highly preferred.
• Experience in logistics, freight forwarding, transportation, e-commerce, retail, or other service-oriented industries is an advantage.
• Strong verbal and written communication skills.
• Excellent customer handling and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Able to remain calm and professional when dealing with difficult or dissatisfied customers.
• Strong coordination and follow-through skills.
• Detail-oriented and organized, particularly in documenting customer concerns and resolutions.
• Proficient in Microsoft Office, particularly Excel, Word, and PowerPoint.
• Comfortable using digital communication platforms and customer service tools.
• Able to work in a fast-paced environment and manage multiple customer concerns simultaneously.
• Willing to coordinate closely with Operations and other departments.
• Demonstrates ownership, accountability, empathy, and a solution-oriented mindset.

Why Join Us?

You will have the opportunity to: Lead People. Improve Processes. Serve Customers. Drive Results.

You will work closely with different teams and gain broader exposure to the business while developing the leadership, operational, and decision-making skills needed for your next career level.

• Additional Leave (10 - SL, 10 VL and 5 Bereavement Leave)
• Opportunity to travel (Luzon, Visayas and Mindanao)
• Mandatory Benefits (SSS, PhilHealth, Pag-IBIG).
• Company Events (Ultimate Bonding Experience, Sport-Fest, Anniversary, and Year-End Party)
• Paid-Training
• Opportunity for Promotion
• Pay raise
• Company Year-End Gifts
• This isn’t a place where you’ll be stuck in a box. As a startup, we have tons of room for internal promotions and career development.
• You’ll get the training you need to be successful whether it’s learning new sales techniques, bettering your logistics knowledge, or leveling up your leadership skills.

Someone who understands that a difficult customer interaction isn't just a problem to resolve, it can also be an opportunity to rebuild trust.

Join Boss Cargo Express and help us create customer experiences that people remember for the right reasons.

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Pay: Php19,000.00 - Php25,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Flexible schedule
• Free parking
• Life insurance
• On-site parking
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person