Customer Experience Specialist

Customer Experience Associate

About the Role

We are looking for a driven and service-oriented Customer Experience Specialist who can confidently manage customer interactions across email and phone channels. This role is best suited for someone with solid customer service experience who can independently resolve concerns, manage tickets efficiently, and contribute to continuous service improvement.

You will serve as a key point of contact for customers while ensuring smooth coordination with internal teams to deliver a high-quality customer experience.

• Handle customer inquiries via email and phone with professionalism and empathy
• Manage and prioritize support tickets using Zendesk, ensuring accurate documentation and timely resolution
• Investigate and resolve customer concerns with minimal supervision
• Escalate technical or complex cases appropriately while maintaining ownership of follow-ups
• Collaborate with internal teams via Slack and other communication tools
• Maintain detailed records of customer interactions and action steps
• Monitor and meet service KPIs such as response time, resolution rate, and CSAT
• Identify recurring issues and suggest process improvements

• Minimum 2 years of customer service experience (BPO, SaaS, or remote support preferred)
• Strong English communication skills (written and verbal)
• Experience using Zendesk or similar ticketing systems
• Comfortable handling inbound and outbound calls
• Strong problem-solving skills and ability to work independently
• Experience working remotely with Slack or similar tools
• Reliable internet connection and professional home workspace