Customer Experience Specialist

Customer Experience Specialist – EatClub

Location: Philippines – Fully Remote

Engagement: Full-Time Independent Contractor

Hours: 40 hours per week

Schedule: Australian time zones, including evenings and weekends

Website: eatclub.com.au

About EatClub

EatClub is a hospitality technology company operating in Australia and the UK.

We help restaurants attract more customers during quieter periods by offering dynamic deals through the EatClub app. Customers can discover participating restaurants, redeem available offers, and enjoy discounted dining experiences, while restaurants fill tables that may otherwise remain empty.

Because EatClub operates as a marketplace, great customer support goes beyond simply resolving the issue in front of you.

It requires understanding what happened, identifying the correct and fair outcome, explaining decisions clearly, and considering the impact on both the customer and the restaurant.

A strong Customer Experience Specialist also looks beyond an individual ticket. They identify patterns, consider where a process may have failed, and think about how similar issues can be prevented from affecting other customers or restaurants.

We're looking for someone who doesn't just ask, “How do I close this ticket?” but also thinks, “What actually happened, why did it happen, and what is the right outcome?”

The Role

As a Customer Experience Specialist, you will support EatClub customers and restaurant partners and help ensure they have a positive experience with the platform.

You'll handle a variety of customer situations across phone, email, and chat. Some will be straightforward; others will require you to investigate what happened, review the available information, ask the right questions, and use good judgment to determine the appropriate next step.

This role requires someone who can work with speed and urgency without sacrificing accuracy and who is comfortable taking ownership of an issue through to resolution.

What You'll Do

• Provide high-quality customer support across phone, email, and chat
• Investigate customer and restaurant concerns by gathering and checking relevant information before reaching a conclusion
• Assist with issues involving offers, payments, refunds, billing, transactions, accounts, and the overall EatClub experience
• Handle dissatisfied or frustrated customers calmly, professionally, and empathetically
• Determine outcomes that are fair, accurate, and consistent, considering both the customer and restaurant perspective
• Explain policies, processes, and decisions clearly so customers understand not only what the outcome is, but why
• Take ownership of cases from initial contact through to resolution and ensure the loop is properly closed
• Prioritize urgent issues and respond promptly while maintaining accuracy and attention to detail
• Ask thoughtful questions when information is incomplete, unclear, or inconsistent
• Escalate issues appropriately and provide the necessary context and information
• Identify recurring customer or restaurant issues and raise potential trends with the team
• Consider where a process may have failed and suggest ways to prevent similar issues from happening again
• Apply coaching and feedback quickly and consistently
• Share observations and ideas that could improve the customer, restaurant, and overall EatClub experience

The Six Traits We Value

Experience matters, but how you think, learn, communicate, and take ownership matters just as much.

1. Curiosity

You ask thoughtful questions and want to understand how and why something happened. You don't immediately jump to conclusions. If something doesn't make sense, you investigate further.

2. Critical Thinking

You check the relevant facts before reaching a conclusion. You can distinguish between assumptions and evidence, identify the real issue, consider different perspectives, and make sensible decisions based on the information available.

3. Ownership

You take responsibility for progressing an issue and seeing it through. You don't simply pass a problem to someone else. You follow up, communicate clearly, and make sure the loop is closed.

4. Speed and Urgency

You understand that customer issues often require prompt action. You can prioritize effectively, respond quickly, and keep things moving without sacrificing accuracy or good judgment.

5. Coachability

You listen to guidance and are open to constructive feedback. More importantly, you can adjust quickly and apply that feedback when you encounter the next situation.

6. Storytelling

You can explain the reason behind a process, policy, or decision in a clear, natural, and human way. Rather than simply quoting a policy or giving a scripted response, you help customers understand why a particular outcome or process exists.

What We're Looking For

You may be a strong fit if you:

• Have previous experience in customer service, customer experience, or a similar customer-facing role
• Have experience supporting customers through phone, email, and chat
• Have strong spoken and written English
• Have excellent attention to detail and accuracy
• Are naturally curious and comfortable asking questions
• Can investigate issues rather than relying solely on scripts or assumptions
• Can remain calm, professional, and thoughtful when dealing with frustrated or dissatisfied customers
• Can balance the needs of the customer, restaurant partner, and business
• Are comfortable handling issues involving payments, refunds, billing, transactions, and disputes
• Can explain complicated or potentially disappointing outcomes clearly and empathetically
• Can work independently while knowing when to ask for help or escalate
• Are receptive to coaching and can quickly apply feedback
• Can recognize patterns and think beyond the individual ticket
• Are comfortable working in a fast-moving environment where priorities can change
• Are looking for a stable, long-term opportunity
  

Preferred Experience

The following experience is not mandatory but will be considered a strong advantage:

• Previous customer service experience supporting a financial, banking, fintech, payments, billing, or similar account
• Experience handling transaction disputes, refunds, billing concerns, payment issues, chargebacks, failed transactions, or similar financial matters
• Experience investigating transactions and determining the appropriate resolution based on the available facts and applicable policies
• Experience communicating financial or transaction-related outcomes to customers, particularly when the outcome may not be what the customer expected
• Experience using Zendesk or a similar customer support/ticketing platform
  

Work Requirements

To be considered for this opportunity, you must:

• Be based in the Philippines
• Be comfortable working within Australian time zones
• Be available to work evenings and weekends
• Be comfortable having two rostered days off during the week
• Be available for and able to focus on a full-time, 40-hour work week
• Have no other work commitments that would conflict with your EatClub working hours
• Have your own computer or laptop suitable for full-time remote work
• Have a second monitor
• Have a reliable primary internet connection
• Have a reliable backup internet connection
• Have a quiet, professional, and suitable work-from-home setup
• Be looking for a long-term opportunity
  

What We Offer

• Fully remote independent contractor role
• Full-time, 40-hour work week
• Opportunity to work with teams across Australia and the UK
• Training, coaching, and ongoing support
• Opportunity to grow with a rapidly expanding international company
• Friendly, collaborative, and supportive team environment
• A workplace where your ideas, observations, and initiative are valued
• An opportunity to make a meaningful contribution to how EatClub supports both its customers and restaurant partners
  

Before Your Interview

We encourage you to visit eatclub.com.au and familiarize yourself with what EatClub does and how the platform works before your interview.

During the recruitment process, we're interested in more than your ability to give a polished customer service answer. We want to understand how you think, how you investigate, how you make decisions, how you communicate your reasoning, how you respond to feedback, and how quickly you can apply what you've learned.

If you're someone who naturally asks:

“What actually happened?”

“What information am I missing?”

“What is the fairest and most accurate outcome?”

“Why did this happen?”

“How can we prevent this from happening again?”

...you may be exactly the kind of person we're looking for.

Ready to Apply?

To proceed with your application, kindly complete the form below:

Complete the EatClub Application Form

https://forms.gle/vmTWpVo8ByBDiiEZ6