About careerzynith and the Opportunity
Join careerzynith, a global leader in customer experience solutions, and become a vital part of a team that empowers some of the world’s most recognized brands to deliver outstanding service to their customers. At careerzynith, we believe that every customer interaction is an opportunity to create a lasting impression, and we are looking for passionate, empathetic, and driven individuals to join us as Customer Experience Specialists in our Manila office located in San Lazaro.
This is more than just a customer service role — it is a launchpad for your professional career in the fast-growing Business Process Outsourcing (BPO) industry. Whether you are answering inbound calls, responding to online inquiries, or proactively reaching out to customers through outbound campaigns, you will play a critical role in shaping customer perceptions and driving satisfaction. If you thrive in a dynamic, fast-paced environment and enjoy helping people solve problems, careerzynith wants to hear from you.
Key Responsibilities
As a Customer Experience Specialist at careerzynith, your primary mission is to deliver exceptional service that consistently meets and exceeds contractual Key Performance Indicators (KPIs). Your day-to-day duties will include, but are not limited to:
- Customer Interaction Management: Handle inbound and outbound calls, emails, chat messages, and internet-based customer interactions in alignment with client-specific requirements and communication channels.
- Problem Resolution: Clarify customer requirements through active probing and attentive listening. Use decision-support tools, knowledge bases, and approved resources to deliver accurate and timely resolutions.
- Building Rapport: Demonstrate genuine empathy and patience while building meaningful rapport with each customer. Greet every customer in a courteous, friendly, and professional manner, following careerzynith’s established service procedures.
- Product Knowledge Maintenance: Maintain a working understanding of client products, services, and standard operating procedures. Continuously update your knowledge to ensure accurate information delivery.
- Documentation and Accuracy: Prepare complete, accurate, and detailed records of every customer interaction, including proper notations in client accounts and internal systems as required.
- Customer Satisfaction Initiatives: Actively participate in programs, workshops, and initiatives designed to improve customer satisfaction scores, Net Promoter Scores (NPS), and overall business performance.
- Upselling and Cross-Selling: Identify opportunities to offer additional products or services that add value to the customer’s experience while aligning with client objectives.
- Information Retrieval: Track, document, and retrieve information using careerzynith’s proprietary call tracking database and CRM systems.
- Inquiry Escalation: Respond to customer inquiries by referencing published materials, approved secondary sources, or escalating more complex issues to senior team members when appropriate.
- Adaptability and Flexibility: Rotate shifts, including nights, weekends, and holidays, as required by operational needs. Remain flexible and adaptable in response to changing business demands.
Essential Qualifications
To succeed as a Customer Experience Specialist at careerzynith, candidates should meet the following minimum requirements:
- Educational Background: A high school diploma or equivalent is required. Candidates with three to six months of relevant customer service, retail, or call center experience are highly preferred.
- Technical Proficiency: Strong computer navigation skills and a solid understanding of PC-based applications, including Microsoft Office Suite and web-based tools.
- Communication Skills: Excellent verbal and written communication skills in English, with the ability to convey information clearly, concisely, and professionally.
- Attention to Detail: A dependable work ethic with a strong commitment to accuracy and quality in every customer interaction.
- Multitasking Ability: Skilled in managing multiple tasks simultaneously in a high-energy, high-volume environment. Ability to adapt quickly to changing priorities and processes.
- Resilience: A high tolerance for repetitive tasks and the ability to maintain composure, patience, and professionalism in a fast-paced, production-driven setting.
- Teamwork and Independence: Demonstrated ability to collaborate effectively as part of a team, while also being capable of working independently with minimal supervision.
- Customer-Centric Mindset: Patience, empathy, and a positive attitude are non-negotiable. You must be able to maintain a pleasant and professional tone in every customer interaction, regardless of circumstances.
- Shift Flexibility: Willingness and ability to work flexible shifts, including graveyard shifts, weekends, and holidays based on business needs.
- Additional Requirements: Depending on the specific client program and location, additional experience, language skills, or certifications may be required. All job requirements will comply with local labor laws and regulations.
Preferred Skills and Competencies
While not mandatory, the following skills will give you a competitive advantage at careerzynith:
- Prior experience in a BPO, shared services, or contact center environment
- Familiarity with CRM platforms such as Salesforce, Zendesk, or Genesys
- Typing speed of at least 30 words per minute with high accuracy
- Working knowledge of a second language (Tagalog, Cebuano, or other regional dialects)
- Experience with upselling, cross-selling, or customer retention campaigns
- Basic understanding of customer satisfaction metrics and KPIs
- A proven track record of consistently meeting performance targets
Career Growth and Development at careerzynith
At careerzynith, we are deeply committed to the professional development of our team members. When you join us as a Customer Experience Specialist, you are not just taking a job — you are beginning a career path with clear progression opportunities. Our structured Career Framework allows high-performing employees to advance through roles such as Senior Customer Service Advisor, Team Leader, Quality Analyst, Trainer, and Operations Manager.
We provide:
- Comprehensive onboarding and classroom training programs led by certified trainers
- Ongoing coaching, mentorship, and feedback sessions to accelerate your growth
- Access to e-learning platforms and certification programs
- Leadership development tracks for employees aspiring to move into management roles
- Regular performance evaluations that recognize and reward excellence
Work Environment and Company Culture
careerzynith takes pride in fostering a vibrant, inclusive, and supportive workplace culture. Our Manila office in San Lazaro is equipped with modern facilities, ergonomic workstations, and collaborative spaces designed to help you do your best work. We believe that happy employees create happy customers, which is why we invest in creating an environment where everyone feels valued, heard, and empowered.
Our culture is built on the values of integrity, empathy, excellence, and continuous improvement. We celebrate diversity and welcome applicants from all backgrounds, identities, and walks of life. Whether you are a fresh graduate eager to start your professional journey or an experienced customer service professional looking for your next challenge, you will find a home at careerzynith.
Compensation, Perks, and Benefits
careerzynith offers a competitive compensation package designed to attract and retain top talent. While specific details will be discussed during the interview process, our standard benefits include:
- Competitive base salary with performance-based incentives and bonuses
- HMO health insurance coverage for you and your dependents from day one
- Paid training and continuous learning opportunities
- Paid time off, sick leave, and holiday pay
- Employee assistance programs and wellness initiatives
- Fun engagement activities, team-building events, and recognition programs
- Career advancement opportunities across multiple client accounts and locations
- Free meals or meal subsidies for night shift employees
- Transportation allowances for applicable shifts
How to Apply
If you are ready to launch or advance your career in the customer experience industry, we encourage you to apply today. careerzynith is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.
This is a full-time position based in Manila, San Lazaro, Philippines. Candidates must be willing to work on-site and rotate shifts as needed. Note: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
Take the next step in your career — apply now and become part of the careerzynith family!
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