Customer Experience Specialist

Position: Customer Experience Specialist – EatClub About EatClub: Join one of the fastest-growing hospitality technology companies in Australia and the UK. EatClub is changing the way people dine by helping restaurants fill quieter periods through dynamic pricing, while giving customers access to great dining experiences. Because EatClub connects diners, restaurants, bookings, payments, and pricing, this role requires more than simply answering questions. It requires good judgment, attention to detail, curiosity, and ownership. We’re looking for someone who enjoys helping people, solving problems, and understanding how things work. This isn’t just about being friendly or following a script. You’ll need to think critically, pay attention to details, ask the right questions, and be comfortable figuring things out. If you’re curious, coachable, detail-oriented, and naturally good with people, we’d love to hear from you. This is a fully remote independent contractor role based in the Philippines, working with our Australian and UK teams and supporting customers across both markets. What You’ll Do: Your main goal is simple: help customers have a great experience with EatClub. You’ll: Support customers through phone, email, and live chat Help with questions about bookings, payments, refunds, accounts, and the platform Investigate issues, pay attention to the details, and find practical solutions Explain things clearly, confidently, and with empathy Help customers understand the reason behind decisions, policies, and platform rules—not just the answer itself Communicate naturally and make customers feel like they’re speaking with a real person, while keeping conversations clear, focused, and helpful Work with the team when you need help with more complex questions Learn the EatClub platform and become confident using it Spot recurring issues and share feedback or ideas that could improve the customer experience Take ownership of customer issues and follow them through to resolution Who We’re Looking For: You don’t need to have done this exact job before. We’re looking for the right person, mindset, and attitude. You’ll fit in well if you are: 🔎 Curious You like understanding how things work and naturally ask “why?” when something doesn’t make sense. You look beyond the immediate question, pay attention to details, and investigate before jumping to an answer. 🧠 A Critical Thinker Critical thinking is a must. You can assess a situation, connect the dots, and use good judgment rather than simply following a script. You’re comfortable asking questions, considering different possibilities, and working out the best solution. 💬 A Natural Communicator You’re comfortable talking to people and can make customers feel welcome, heard, and understood. You communicate clearly without sounding robotic, while keeping conversations professional, focused, and helpful. 😄 Friendly & Personable You bring warmth and personality to customer interactions. You can create a genuine human connection while knowing when to keep the conversation focused on resolving the customer’s issue. 🛠️ A Problem Solver You enjoy figuring things out. When something isn’t straightforward, you investigate rather than immediately giving up or passing the problem to someone else. 🤝 Someone Who Takes Ownership You care about seeing a customer’s issue through to resolution. You don’t simply close a ticket or say, “I’ve escalated this.” You take responsibility for doing what you can to make sure the issue is properly addressed. 🎓 Coachable & Quick to Learn You take feedback well and apply it quickly. You don’t need the same correction repeated many times. You learn from coaching, adapt your approach, and continuously improve. ⚡ Detail-Oriented & Able to Keep Up You pay attention to details while working at a good pace. You can manage a busy day, prioritise effectively, and maintain quality without losing the personal touch. Experience: Previous customer service experience is preferred, especially: BPO customer support Financial services or banking E-commerce Experience handling refunds, payments, transactions, or account concerns Customer support through phone, email, or chat Experience with CRM or ticketing systems such as Zendesk is a plus Hospitality or technology experience is helpful, but personality, communication skills, curiosity, critical thinking, attention to detail, and problem-solving ability matter just as much. Requirements: Based in the Philippines Comfortable working within Australian time zones Available for evening and weekend coverage, with days off scheduled around the roster Strong spoken and written English Own laptop or desktop computer suitable for remote work Reliable primary internet connection with a backup connection Suitable and professional work-from-home setup Available for full-time contractor engagement, generally around 40 hours per week Looking for a long-term opportunity What We Offer: Fully remote independent contractor role Full-time engagement, generally around 40 hours per week Work with experienced 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 team where your ideas, initiative, and ownership are valued How to Apply: Kindly complete this form:
https://forms.gle/vmTWpVo8ByBDiiEZ6 🎙️ Tell Us About Yourself Please submit a Vocaroo recording of less than 2 minutes introducing yourself. There’s no need for a formal or scripted speech. Tell us: A little about yourself Your BPO or customer service experience Which account/s you worked on What you enjoyed most about helping customers Why you think you’d be a good fit for EatClub We’re not looking for a perfect recording—we want to hear YOU. Please don’t read from a script. We want to hear how you naturally communicate, explain things, think through problems, and connect with people. Be yourself, relax, and let your personality come through. 😊 We’re excited to hear from you! ✨