Customer relations officer

Job Description

This role ensures that Customer Experience is consistent, controlled, and

• Quality Assurance (QA)
• Customer Experience Insights
• Systems & Data Governance
• Knowledge & Training Enablement

1. Quality & Experience Control

• Audit customer interactions across all channels
• Ensure compliance with CX standards, SOPs, and policies
• Maintain QA scorecards and evaluation frameworks

1. Insights & Continuous Improvement

• Analyze complaints, return, and feedback trends
• Identify root causes and recurring issues
• Recommend corrective and preventive actions

1. Systems & Data Governance

• Oversee CX systems (CRM, ticketing, reporting tools)
• Ensure data accuracy, workflow alignment, and proper usage
• Coordinate system improvements with IT

1. Knowledge Management

• Maintain CX playbooks, scripts, and knowledge base
• Ensure all information is accurate, updated, and controlled
• Serve as the “single source of truth” for CX handling

1. Training & Capability Enablement

• Develop and enforce CX training and certification programs
• Ensure all personnel are equipped before handling customers
• Align training with quality gaps and operational needs

1. Governance & Compliance

• Enforce CX policies, standards, and regulatory compliance
• Support audits, reviews, and corrective action tracking

1. Perform other related functions as delegated by the CX Manager.

Qualifications/Requirements

• Bachelor’s degree in Business, Management, Industrial Engineering, or related field

• 3–5+ years in Customer Experience, Quality Assurance, Operations, or Process

• Experience in QA/audit, customer handling, or service evaluation
• Exposure to systems (CRM, ticketing, reporting tools) and process governance

Work location

QUEZON CITY, NCR, SECOND DISTRICT

Remarks

No additional remarks

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