Advisor I, Customer Service – Filipino

Visa Hunt; Malaysia; On-site; MYR 24,000 - 36,000; Full time

Job summary

Concentrix in Kuala Lumpur is seeking an Advisor I, Customer Service – Filipino to handle inbound and outbound calls and online inquiries. You will resolve routine issues, maintain product knowledge, and ensure service levels meet KPIs while providing courteous, professional customer care.

The role requires clear written and verbal communication, basic computer skills, and the ability to multitask in a fast-paced environment.

Qualifications

• High school diploma with 3–6 months of relevant experience preferred.
• Strong communication and customer service orientation.
• Good computer navigation skills.
• Ability to communicate effectively in writing and verbally.
• Dependable with strong attention to detail.
• Multi-tasking in a fast-paced, high production environment.
• Team player and able to work independently.
• Patience in all customer contact situations.

Responsibilities

• Interface with customers via inbound/outbound calls or online channels.
• Resolve routine problems regarding client products or services.
• Meet contractual KPIs for service delivery.
• Clarify customer requirements and provide appropriate resolutions.
• Greet customers courteously and professionally.
• Maintain knowledge of client products and services.
• Document interactions and update accounts as required.
• Escalate issues to senior staff when needed.

Skills

Customer service

Communication skills

Computer skills

Teamwork

Attention to detail

Multitasking

Adaptability

Education

High school diploma

Two years of college education

Tools

Call tracking database

Job description

Job Title:

Advisor I, Customer Service – Filipino

Job Description

The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

Ability to rotate shifts, as needed

• Based on location and/or program, additional experience/skills may be required
• Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

PHILIPPINES

• Minimum of two years of college education. No prior call center experience is required
• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA

• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

MYS Kuala Lumpur Nu Tower 2

Time Type:

Full time