Customer Experience Coordinator

Job Description

QAI Job Number : QAI- CECORD-PHL0702206 JOB TITLE : Customer Experience Coordinator - Contract LOCATION : Philippines (Reporting to North American Office Remotely) CATEGORY : ADMIN NUMBER OF POSITIONS : 1 CLOSING DATE : OPEN UNTIL FILLED BACKGROUND : Founded in 1995 by a group of experienced certification and testing experts, QAI is an independent third-party testing, inspection and certification organization which serves the building, technology, and construction industries (among others) with cost effective solutions through our in-house capabilities / services, and an established world-wide network of qualified affiliates. The QAI name and logo have become well recognized throughout the Certification world resulting in steady growth of our Certification, Testing, and Inspection business streams. The Customer Experience Coordinator is responsible for helping ensure every customer has a positive experience with QAI from the time a project begins until it is completed. This role serves as an additional point of contact for customers, monitors customer satisfaction, follows up on service concerns, and works with internal teams to help resolve issues quickly. The position works closely and supports the CEO to ensure customers receive timely, professional, and consistent service throughout every project. Duties The successful candidate will perform, but not be limited to, the following duties: Send a welcome email to customers when a new project is opened, thanking them for choosing QAI. Introduce yourself as an additional point of contact for customer service questions or concerns. Inform customers of QAI's commitment to responding to communications within 24 hours. Receive customer inquiries, concerns, and feedback by email and phone. Acknowledge customer concerns promptly and ensure they are directed to the appropriate department or manager. Escalate urgent customer service issues to management and notify the CEO when appropriate. Follow up with customers to confirm that concerns have been resolved. Send a customer satisfaction email after each project is completed. Collect customer feedback and suggestions to help improve QAI's services. Maintain a log of customer concerns, response times, and resolutions. Track customer service performance and identify recurring issues or trends. Monitor response times to help ensure QAI's 24-hour communication standard is being met. Prepare weekly and monthly reports for the CEO summarizing customer feedback, service issues, response times, and recommendations for improvement. Work closely with laboratory staff, Project Managers, Sales, Customer Service, and other departments to help resolve customer concerns. Recommend process improvements that will strengthen the customer experience. Maintain professionalism, confidentiality, and accurate records in all customer communications. Other duties as assigned by manager or its designee Qualifications The successful candidate will: Minimum : Minimum 2 years of experience in customer service, client relations, customer support, or a similar role. Excellent written and verbal English communication skills. Strong organizational and time management skills. Excellent interpersonal and problem-solving abilities. Ability to work independently in a remote environment. Strong attention to detail and ability to manage multiple priorities. Proficient with Microsoft Office applications, including Outlook, Word, and Excel. Experience with CRM or customer service software is an asset. Preferred : Experience supporting customers in a laboratory, testing, certification, engineering, or technical services environment is an asset. Experience working with international customers. Experience preparing reports and analyzing customer feedback. ADDITIONAL INFORMATION: Able to work from 8:00 AM to 4:30 PM Pacific Standard time (Vancouver, Canada). Ability to adapt to the North American work culture. Key Technical Competence Possess excellent customer service and relationship management skills. Demonstrate strong written and verbal communication abilities. Able to manage multiple priorities with a high degree of accuracy and efficiency. Strong organizational, time management, and record-keeping skills. Proficient in Microsoft Office (Outlook, Word, and Excel) and CRM systems. Able to analyze customer feedback and prepare accurate reports. Demonstrate sound judgment in resolving and escalating customer concerns. Work effectively both independently and collaboratively in a remote environment. Maintain professionalism, confidentiality, and attention to detail in all customer interactions. Proactive, adaptable, and committed to delivering a positive customer experience. Key Performance Indicators (KPIs): Performance in this role may be measured by: Welcome emails sent within one business day of project opening. Customer follow-up emails completed after project completion. Customer inquiries are acknowledged within one business day. Customer service issues tracked and resolved in a timely manner. Percentage of customer communications responded to within QAI's 24-hour standard. Accuracy and completeness of customer service records. Weekly and monthly reports submitted on time. Customer satisfaction results and feedback trends. Number of recurring service issues identified and reported. Recommendations that lead to measurable improvements in customer service. APPLYING : QAI Laboratories is committed to the long-term success of our employees and offers competitive compensation. If you are interested in this position, please submit your resume and cover letter here. For any queries, reach out to us at careers@qai.org. Note: Please be sure to include the QAI job number, QAI- CECORD-PHL0702206, and your salary expectations in your cover letter and application. Join our Team! Learn, Develop, Grow! At QAI, you will have the opportunity to put your aptitude, experience, knowledge, and desire to learn to the test. We make a difference in people’s lives through the work we do as a top-notch Product Testing, Certification, and Inspection body whilst providing rewarding careers for our employees. \ Note : No Sponsorship is Available Benefits Work from home Application Question(s): This role requires professional written English and frequent customer email communication. How would you rate your written & verbal English skills out of 10? Which industries do you have professional experience working in? Please list all that apply. Have you prepared reports or tracked customer feedback, response times, or service metrics? If yes, please briefly explain your experience. What are your salary expectations in Philippines Peso Per Month? This is a fully remote role, working night shift. Do you have a reliable computer and source of internet? Experience: Customer Service, Client Relations or Customer Support: 2 years (Required) CRM or Customer Service Software : 2 years (Preferred) Work Location: Remote