Customer Experience Specialist

About Asiacruit

Asiacruit is a leading recruitment and talent solutions provider committed to connecting exceptional talent with outstanding organizations across Asia. We value innovation customer satisfaction collaboration and continuous improvement in everything we do. Our team is passionate about creating meaningful experiences for both clients and candidates while supporting business growth through people excellence.

Position Overview

We are seeking a highly motivated Customer Experience Specialist (CXS) to deliver exceptional customer service and ensure positive customer interactions across all touchpoints. The ideal candidate will serve as the primary point of contact for customers handling inquiries resolving concerns and proactively identifying opportunities to improve customer satisfaction and loyalty.

The Customer Experience Specialist will work closely with internal teams to enhance service delivery support customer retention initiatives and contribute to the continuous improvement of customer experience processes

Key Responsibilities

Customer Support & Relationship Management

• Serve as the primary point of contact for customer inquiries through phone email chat and other communication channels.

• Provide timely professional and empathetic support to customers.

• Resolve customer concerns complaints and service issues while ensuring a positive customer experience.

• Build and maintain strong customer relationships to promote loyalty and retention.

Customer Experience Enhancement

• Monitor customer interactions and identify opportunities to improve service quality and customer satisfaction.

• Gather analyze and document customer feedback trends and recurring issues.

• Recommend process improvements that enhance customer experience and operational efficiency.

• Support the implementation of customer-centric initiatives and service enhancement programs.

Resolution & Escalation

• Investigate customer concerns and coordinate with relevant departments to ensure timely resolution.

• Escalate complex issues as needed while maintaining clear communication with customers.

• Follow up on open cases to ensure satisfactory resolution and closure.

Reporting & Documentation

• Maintain accurate records of customer interactions concerns and resolutions within CRM systems.

• Track performance metrics customer feedback and service trends.

• Prepare reports and insights to support customer experience strategy and continuous improvement initiatives.

Cross-Functional Collaboration

• Partner with Operations Sales Marketing Product and other internal teams to address customer needs.

• Communicate customer feedback and insights to stakeholders.

• Contribute to projects aimed at improving customer journeys and service delivery.

Qualifications

• Bachelors degree in business administration Communications Marketing Hospitality or a related field preferred.

• Minimum of 2 years of experience in Customer Service Customer Support Customer Success or Customer Experience roles.

• Strong verbal and written communication skills.

• Proven ability to manage customer interactions professionally and effectively.

• Experience using CRM platforms and customer support tools.

• Strong problem-solving and conflict-resolution capabilities.

• Ability to analyze customer feedback and identify actionable improvements.

• Proficiency in Microsoft Office applications.

• Highly organized detail-oriented and customer-focused.

Preferred Qualifications

• Experience in BPO SaaS e-commerce technology or service-driven industries.

• Familiarity with customer experience metrics such as CSAT NPS or Customer Effort Score (CES).

• Experience participating in process improvement or customer journey initiatives.

Why Join Asiacruit

• Be part of a growing and people-focused organization.

• Work in a collaborative and supportive environment.

• Opportunities for professional development and career advancement.

• Make a direct impact on customer satisfaction and business success.

• Competitive compensation and employee benefits package.

Ready to Apply

If you are passionate about delivering outstanding customer experiences and building meaningful relationships wed love to hear from you. Join Asiacruit and help create exceptional experiences that make a difference every day.

Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 35000 - 50000