Job description
Staff X is hiring a Customer Experience Associate to join our growing customer support team in Manila. This full-time role offers remote-friendly options and the flexibility to work from home while delivering high-quality service to customers across channels.
As a Customer Experience Associate, you will be the first point of contact for inquiries via phone, email, and chat. You will resolve issues with empathy, accuracy, and speed, guiding customers through processes, product details, and policies. You will collaborate with internal teams to ensure a seamless experience, capture feedback, and contribute to ongoing improvement of the customer journey. You will balance speed and quality, maintain customer records in our CRM, and strive to achieve best-in-class CSAT scores while meeting service level targets.
This role is ideal for motivated individuals who thrive in a fast-paced environment, enjoy solving problems, and are passionate about helping customers. You’ll work with a supportive team, receive ongoing training, and have opportunities for growth in customer experience and operations. If you are customer-obsessed, articulate, and reliable, we would love to hear from you.
At Staff X, you will join a culture that values clarity, accountability, and customer obsession. The role offers a clear path for growth into higher-tier support, account management, or operations roles as you gain experience. We provide comprehensive onboarding, soft-skill and product training, and access to robust knowledge resources to help you exceed customer expectations. If you are looking for a rewarding role in a dynamic Manila-based team with the flexibility of remote work, this position could be the perfect fit.
Responsibility
- Respond to customer inquiries across channels (phone, email, chat) with accuracy and courtesy.
- Investigate and resolve issues, escalating when necessary, while maintaining ownership of the customer journey.
- Document interactions in the CRM, update case notes, and ensure data integrity.
- Identify trends and provide feedback to product and operations teams to improve processes and self-service options.
- Hit monthly targets for response times, resolution quality, and CSAT scores.
- Collaborate with sales, billing, and technical support teams to ensure a seamless experience.
- Stay informed about policies, products, and services to provide accurate guidance.
- Assist with knowledge management and contribute to a library of resources for customers and teammates.
Qualification
- High school diploma or bachelor’s degree preferred; relevant customer service experience is a plus.
- Strong verbal and written communication skills in English; additional languages are a plus.
- Proven ability to manage multiple tasks with attention to detail and accuracy.
- Empathy, patience, and a customer-centric approach to problem solving.
- Experience with CRM software and support tools; comfortable with data entry and workflow processes.
- Ability to work in a fast-paced environment, meet deadlines, and stay calm under pressure.
- Willingness to learn, adapt to new systems, and collaborate with cross-functional teams.
- Residence in or near Manila; comfortable with remote work and flexible scheduling, if needed.