Customer Experience Specialist

BruntWork View all jobs

  • Philippines
  • Permanent
  • Full-time
  • 8 hours ago
ROLE OVERVIEWWe are hiring a Senior Customer Experience Specialist (Tier 2) Bilingual to serve as a critical part of our U.S.-facing customer support operation. This role operates as a Tier 2 CX hire by seniority and judgment, while also handling Tier 1 interactions as needed.Working Hours: Monday through Friday, from 9 AM to 5 PM Mountain TimeKEY RESPONSIBILITIESTier 1 & Tier 2 Customer Support
  • Handle inbound and outbound customer interactions via phone, SMS, chat, and email
  • Resolve complex customer issues requiring judgment and nuance
  • Support customers through sensitive situations
  • Maintain accurate CRM documentation
Escalations & Exception Handling
  • Serve as escalation point for Philippines-based CX agents
  • Handle refunds, cancellations, and exceptions within policy
  • Identify escalation trends and flag issues to leadership
Collaboration & Leadership Support
  • Work closely with U.S.-based CX Manager
  • Provide guidance to Philippines-based CX agents
  • Reinforce scripts, workflows, and CX standards
Quality & Trust
  • Model excellent communication and empathy
  • Ensure adherence to healthcare-approved language
  • Recommend improvements to workflows and scripts
COMMUNICATION EXPECTATIONS
  • Fluent English
  • Strong U.S. cultural familiarity
  • Calm, confident communication style
REQUIRED QUALIFICATIONS
  • 3-5+ years CX or customer support experience
  • Escalation or Tier 2 experience
  • Strong judgment and decision-making
  • Experience working with distributed teams
PREFERRED QUALIFICATIONS
  • Healthcare or wellness experience
  • Offshore/BPO collaboration experience
  • Bilingual English/Spanish
  • CRM or ticketing system experience
Independent Contractor Perks
HMO Coverage for eligible locations
Permanent work from home
Immediate hiring
Steady freelance jobPlease click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

BruntWork