Customer Experience Operations (SNS Viber Mainstream)

We are looking for a proactive, ownership-minded Senior Customer Experience Operations to oversee daily team operations, drive team productivity, and deliver top-tier customer recovery and end-to-end issue resolution.

As a Senior, you are empowered to think like an owner—managing team workloads, coaching performance, maintaining high QA standards, and serving as the operational bridge between management, team members, and clients.

Key Responsibilities

• Balance weekly quotas and targets across team members based on productivity assessments and skills, dispatching accounts as needed.
• Collect, validate, and submit accurate daily productivity reports to the client.
• Ensure continuous productivity management and operational tracking within assigned business sub-units.

• Monitor daily outputs and dispute Quality Assurance (QA) findings when applicable.
• Coach, mentor, and develop team members to help them reach their full potential.
• Proactively address and resolve operational errors or dysfunctional behaviors.

• Maintain healthy group dynamics and foster a collaborative environment focused on project objectives.
• Cascade company policies, management announcements, and operational updates clearly to the team.
• Initiate and facilitate team meetings, policy workshops, and knowledge-sharing sessions to refine best practices.
• Escalate production-impairing issues to management in a timely manner when they cannot be resolved internally.

• Education: Graduate of any 4-year degree course.
• Experience: Minimum of 2 years of experience in the customer service industry. (Prior experience handling a Telecom campaign is highly preferred).
• Mindset: Strong ownership mentality with a passion for customer recovery and end-to-end issue resolution.

• Communication: Superior written and verbal communication skills; ability to articulate ideas clearly to customers, team members, and management.
• Comprehension & Focus: Strong active listening and analytical skills to understand complex customer concerns without distraction.
• Composition & Documentation: Excellent composition skills to draft grammatically correct, concise, and accurate responses and maintain clean operational documentation.
• Collaboration: Proven ability to work effectively both independently and as a collaborative team player in a fast-paced onsite environment.

Location: Quezon City (near Roosevelt Station, EDSA)