Customer Experience Associate II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Conducts business support or technical tasks, utilizing skills in data organization and coordination.

• Executes responsibilities in accordance with established protocols.

• Operates within defined procedures and practices.

• Functions with a moderate level of oversight.

• Influences team dynamics through the quality of services and information delivered.

• Adheres to standardized procedures and practices while receiving moderate supervision and direction.

• Provides customers with specialized information communicated in a warm and empathetic manner.

• Collects all necessary information to update the database.

• Elevates issues to senior staff based on complaints or concerns.

• Clarifies company policies to customers.

⛳️ Requirements

• In certain areas, vocational training, certifications, licenses, or equivalent experience is necessary.

• Maintains relevant licenses, training, and certifications.

• Evaluates calls to determine if immediate service is needed, if a transfer is required, or if follow-up is necessary for client resolution.

• Identifies customer needs by referencing case notes and reviewing each situation as a distinct case.

• Utilizes standard scripts and established guidelines under supervision to meet service level agreements (SLAs).

• Performs additional duties as assigned.

• Adheres to all policies and standards.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and growth.

• Flexible work arrangements and a supportive team culture.