Customer Experience Specialist  

Summary:

• RF Customer Experience Specialist will act as an RF Brand Ambassador, you are responsible for providing the best RF experience for our customers.
• You are genuinely excited to help customers. You’re patient, empathetic, and passionately communicative. You love to talk. You put yourselves in our customers’ shoes and advocate for them when necessary.
• You will respond to inquiries and solve any problems that our customers have with empathy & efficiency.
• Customer feedback is priceless and you will be responsible for gathering them.
• Problem solving should also come naturally to you. You are confident at troubleshooting & investigating if you don’t have enough information to resolve complaints.

Specific Responsibilties:

• Handles customer inquiries promptly & efficiently across different platforms (SMS, Viber, Calls , Emails, Social media: Instagram, Facebook)
• Converts all inquiries into sales. Generates sales leads that develop new customers
• Makes sure that the customer has a great & seamless experience every time, from the time that she orders until she receives her RFs
• Makes sure that all customers’ issues are addressed & solved right away.
• Document and keep records of important & challenging customer interaction
• Relay to the rest of the RF team customers’ feedback, suggestions & complaints.
• Maintains & updates RF customers database
• Creates & follows RF customers communication guidelines & procedures
• Uses software, apps & programs what will help serve the RF customer better & will efficiently give us valuable insights that we can use to better improve our products & service
• Creates & regularly updates the ‘Help’ page

• Experience with customer service
• Excellent problem solving and organizational skills
• Comfortable with using software, online tools
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High level of ease in conversing and processing thoughts with customers in both Filipino and English languages both written & oral
• Strong listening, analytical, problem solving & documentation skills
• Pro-active, requires minimum supervision
• Quality focus