Customer Experience Coordinator

About the job Customer Experience CoordinatorCoordinate. Communicate. Elevate the client experience.

Hi! Were Smartsourcing, and were on the lookout for a Customer Experience Coordinator whos passionate about delivering exceptional client service. In this role, youll be the first point of contact for enquiries, the organiser behind our scheduling, and the steady hand that keeps projects and client expectations running smoothly. If youre energised by helping people and collaborating across teams, wed love to meet you.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu

Role Overview

As a Customer Experience Coordinator (CXC), youre responsible for providing exceptional service across a high volume of client enquiry. You will be supporting and providing first point resolution, managing field team booking schedules, as well as managing expectations through our partners product delivery journey.

Key Responsibilities

• Coordinate high-volume production workflow from order through to delivery.
• Accurately make bookings and advise clients for all the partners products and services.
• Effectively communicate over the phone & via email to facilitate a positive service experience.
• Check daily schedules before the close of business.
• Assist Field Teams, Production and Account Managers to ensure client briefs are met effectively and where issues arise, ownership is taken, and these are managed effectively.
• Ensure all orders/ requests are actioned within 2 hours of receiving them (during business hours), and all jobs are accurately updated and/ or recorded in business systems.
• Manage the cancellation process, including notifying field staff and internal production teams and updating business systems accordingly.
• Assist other teams within the business with enquiries relating to their areas, including Accounts for invoicing queries and HR for recruitment enquiries.
• Collaborating daily with your teammates in the Customer Experience Team, Management, Retouching, Photography, Video, & Finance Teams. As well as external Clients, Suppliers & our Field Team out on site.
• Take new client enquiries and assist with onboarding or vendor direct orders
• Assist in providing reports to management.
• Provide DREAM support to clients and internal teams.
• Training new team members including the upkeep and creation of training material and documentation.
• Problem solve and assess client feedback to ensure the best outcome for the client inline with our policies and procedures.
• Action sales activity targets and provide support to our sales and account management team as required.
  
  

What Youll Need To Succeed Skills & Experience

• Experience in customer service, administration, coordination or a similar fast-paced environment.
• Exceptional communication skills--clear, professional and confident across phone and email.
• Highly organised, with the ability to multitask and remain composed when plans change.
• Strong problem-solving ability and willingness to take ownership of issues.
• Comfortable working with business systems, updating records and managing workflows accurately.
• Ability to collaborate effectively across various teams including Field, Production, Accounts, HR, Sales and Management.
• Confident producing or interpreting basic reports and contributing to process improvements.
  
  

Personal Attributes

• Passionate about delivering exceptional client experiences.
• Proactive, solutions-focused, and able to think on your feet.
• Open to feedback and committed to continual improvement.
• Strong relationship-builder with a supportive, team-first mindset.
• Motivated to contribute ideas, efficiencies, and positive energy to the team.
  
  

Bonus

• Experience training others or contributing to training materials is highly regarded.
• Comfortable managing high enquiry volumes with accuracy and care.
  
  

Benefits

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. Were here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, weve been recognized as one of HR Asias Best Companies to Work For. This award isnt just a title--its a testament to our commitment to making Smartsourcing an incredible place to build a career.

Why Youll Love Working Here

About

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. Thats why were all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Heres just a glimpse of what we offer:

• Weekends are yours (we respect your time off)
• 5-day Christmas Leave (unwrap real time off)
• ‍️Healthcare from Day 1 for you and your family (because healthcare matters)
• Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
• Night shift differential for evening schedules
• ️Subsidized gym membership and sports wellness clubs including hiking and free-diving
• Smartsourcing Exclusives (deals made just for you)
• Themed BFFs, monthly knockoffs, summer parties
• ‍️Community give-back programs and personal development workshops
• And so much more!
  
  

Were not just another outsourcing company. Were building something that actually matters here a place where good work meets good culture.

Lets make great customer experiences together--apply now at Smartsourcing.

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