Customer Experience Agent
DEVTAC CRM Inc.
- Tacloban City, Leyte
- Permanent
- Full-time
We are looking for a customer-focused and proactive Customer Experience Agent to deliver exceptional service and support across all customer touchpoints. The ideal candidate will be responsible for handling inquiries, resolving issues, and ensuring a positive and seamless customer journey.Key Responsibilities
Customer Support & Communication
- Respond promptly to customer inquiries via email, chat, or phone
- Provide accurate information about products, services, and company policies
- Follow up with customers to ensure resolution and satisfaction
- Guide users to help them become more productive in using the product
- Resolve customer complaints efficiently and professionally
- Identify technical issues, research solutions, and provide clear guidance
- Escalate complex issues to appropriate teams when necessary
- Identify customer needs and recommend appropriate solutions
- Recommend products, services, or procedures to address customer concerns
- Support the development of training programs to help customers properly use products
- Maintain detailed and accurate records of customer interactions
- Contribute to improving customer experience processes and workflows
- Evaluate system issues and recommend enhancements
- Manage and optimize resource allocation within the Development Team to ensure efficient project delivery
- Monitor project progress, track milestones, and ensure timely completion of deliverables
- Coordinate closely with Business Development and Development Teams to align priorities and execution plans
- Translate client requirements into clear, actionable tasks for developers through effective collaboration with Business Development
- Document client meetings, including demos, walkthroughs, and discussions, ensuring all key points and action items are captured
- Organize and maintain project repositories to ensure proper structure, version control, and accessibility
- Facilitate internal alignment sessions, including solution discussions and project estimation reviews
- Support pre-sales activities by ensuring clear communication between Business Development and technical teams regarding client expectations, proposed solutions, and expected outcomes
- Bachelor’s degree in Business, Communications, Information Technology or related field (preferred)
- Proven experience in customer service, support, or a similar role
- Excellent verbal and written communication skills
- Strong problem-solving and conflict-resolution abilities
- Ability to multitask and work in a fast-paced environment
- Proficiency in CRM systems and customer support tools
Strong communication and interpersonal skills—able to build positive relationships with clients and team members.
Team player with leadership potential—proactive, dependable, and supportive.
Strategic thinker who can see the big picture and solve problems effectively.
Open to learning, adaptable, and eager to grow in a fast-paced, collaborative environment.