Job description
Join STACKph as a Customer Experience Specialist (Chat & Email) and become a vital voice for our customers in the Philippines. In this full time role based in Antipolo City, Rizal, you will deliver prompt, empathetic support across chat and email channels, helping customers resolve questions, troubleshoot issues, and navigate product features with confidence.
We offer a competitive salary of ₱20,000–₱30,000 per month, comprehensive health benefits, career growth opportunities, and flexible work arrangements to support a healthy work life balance. You will be part of a forward looking team that values customer insight, efficiency, and quality service. If you are a clear communicator who thrives in a fast paced environment and loves turning challenges into positive outcomes, we want to hear from you.
As a customer experience professional, you will collaborate with product and support teams, own customer conversations from start to finish, and use our CRM tools to document interactions, track issues, and follow up with customers. Your role is essential to preserving STACKph reputation for reliable, friendly, and outcomes driven support.
Responsibility
- Respond to customer inquiries via live chat and email in a timely and professional manner.
- Troubleshoot issues, provide product guidance, and escalate complex cases to appropriate teams.
- Document all interactions in the CRM with clear notes and current case statuses.
- Maintain high customer satisfaction and strive for first contact resolution where possible.
- Collaborate with product, sales, and support teams to relay customer feedback and identify common pain points.
- Follow standard operating procedures and quality guidelines to ensure consistent service.
- Meet or exceed service level targets and performance metrics.
- Identify opportunities to streamline processes and improve the customer journey.
Qualification
- High school diploma or equivalent; bachelor's degree preferred.
- 1+ year of experience in customer service, help desk, or chat and email support.
- Excellent written and verbal communication skills in English; Filipino language skills are a plus.
- Proficiency with CRM software and ticketing systems.
- Ability to multitask, manage time effectively, and remain calm under pressure.
- Strong problem solving, empathy, and active listening skills.
- Willingness to work full-time and adapt to a rotating shift schedule.
- Knowledge of the relevant product area or industry is advantageous.