Customer Experience Representative | Outbound BPO | Makati | ASAP

• URGENT HIRING : Customer Experience Representative (CXR)
• Job Type: Full-time
• Work Location: Makati City
• Work Schedule: Monday to Friday
• Start Date: ASAP

About the role

The Customer Experience Representative (CXR) is responsible for conducting outbound calls to support Voice of Customer (VoC) programs, including NPS, CSAT, and CES surveys, as well as service recovery initiatives. The role focuses on gathering accurate customer feedback, delivering professional customer interactions, and contributing to improvements in the overall customer experience.

Key responsibilities

• Execute outbound calls and communications to customers using provided scripts and guidelines whilst maintaining a professional and courteous demeanour
• Engage customers with product or service information, promotional offers, and surveys to gather valuable insights
• Build rapport with customers and address their initial inquiries or concerns during outbound interactions
• Accurately document all customer interactions, call outcomes, and relevant information in the company's systems and databases
• Meet or exceed established call targets, quality standards, and key performance indicators (KPIs) on a daily and monthly basis
• Identify customer needs and escalate complex issues or sales opportunities to appropriate teams or specialists
• Provide feedback and suggestions to improve outbound campaigns, scripts, and customer engagement strategies
• Maintain up-to-date knowledge of client products, services, and current promotional campaigns
• Collaborate with team members and supervisors to achieve department goals and maintain a positive work environment
• Comply with all company policies, regulatory requirements, and data protection protocols during all customer interactions

What we're looking for

• College Graduate (Any course)
• At least 1 year of BPO experience, preferably in an outbound setting
• Excellent communication skills with the ability to articulate information clearly, persuasively, and professionally
• Strong listening skills and empathy, enabling you to understand customer needs and concerns effectively
• Ability to work independently and meet targets whilst remaining motivated in a fast-paced environment
• Proficiency with computer systems, including CRM software, dialling systems, and Microsoft Office applications
• Adaptability and resilience, with the ability to handle rejection and maintain composure during challenging interactions
• Time management skills and the ability to prioritise multiple tasks efficiently
• Fluency in English; proficiency in additional languages is desirable
• Reliability and punctuality, with flexibility to adapt to shift

schedule

s as required

• Positive attitude and genuine interest in delivering exceptional customer experiences

Apply now

If you are a motivated customer service professional ready to make an impact with Information Professionals, Inc., we would like to hear from you. Please submit your CV, along with a cover letter highlighting your relevant experience in outbound calling or customer service, to our recruitment team. We look forward to welcoming you to our dynamic team in Makati City.