Customer Experience Specialist (INS0012)

Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses Worldwide!

Are you ready to be part of a professional community that's powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further - hammerjack has the perfect opportunity for you!

Role: Customer Experience Specialist
Location: Hybrid 1-2x a week (on the training period)

About Us:
At hammerjack, we're not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale.

Our Impact:
Over the years, we've built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people-first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time.

JOB OVERVIEW
The Customer Experience Specialist is responsible for managing client communications with a strong emphasis on SMS-based engagement to drive bookings and sales. The role includes scheduling meetings, managing customer responses, recording decisions, and breaking projects into manageable tasks. They support administrative operations, update workflows, and monitor campaign progress. The ideal candidate combines strong customer service skills with a drive for conversion-focused communication.

DUTIES AND RESPONSIBILITIES

• Handle high-volume interactions via SMS and calls while multitasking efficiently

• Drive client engagement through timely responses and bookings via SMS platform

• Email management and order handling within the internal system

• Provide customer updates and support campaign promotions

• Break projects into doable tasks, set timeframes and goals as needed

• Prepare and provide documentation to internal teams and key stakeholders

• Create and update workflows to support campaign and operational needs

• Retrieve relevant client information (e.g., requirements, case details)

• Monitor project and campaign progress; address potential issues promptly

• Coordinate quality controls and support Customer Experience Team with general inquiries

• Maintain consistent and professional communication to support sales initiatives

QUALIFICATIONS

• Strong customer service background with proven admin experience

• Highly organized and efficient in time management

• Experience in handling bookings and driving sales through digital platforms (SMS preferred)

• Familiarity with HubSpot or similar CRM tools

• Order management experience preferred

• Prior experience with Australian clients is a plus

What's in It for You:

• Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance!
• Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
• Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
• Dynamic Open Spaces: Conducive for productivity and creativity.
• State-of-the-Art Security: Ensuring your safety and peace of mind.
• Game Rooms: Take a break and unwind with our recreational facilities.
• Competitive Compensation: Your talents deserve to be rewarded! We help you negotiate with our clients.
• Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
• A Supportive Community: Join a diverse and inclusive team that's dedicated to your success.
• Global Impact: Be part of something bigger and make a difference on a global scale.

Ready to Make a Difference?

If you're ready to join a dynamic team and be part of something truly special, we want to hear from you! Apply directly on this job ad, and let's forge a brighter future together!

hammerjack is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.