Advisor - Webhelp PH

Concentrix; Makati; On-site; PHP 201,000 - 290,000; Full time

Job summary

Concentrix is seeking an Advisor in the Philippines to handle inbound/outbound calls or internet inquiries, delivering customer service and resolving routine issues. The role emphasizes meeting KPIs, accurate documentation, and proactive problem solving in a fast-paced contact center environment.

The position requires a high school diploma or two years of college, with strong communication and multitasking abilities. Shifts may rotate and adaptability is essential for success.

Qualifications

• High school diploma or two years of college education.
• Ability to communicate clearly in writing and verbally.
• Strong customer service orientation.

Responsibilities

• Interface with customers via inbound/outbound calls or the internet according to client requirements.
• Provide customer service support and resolve routine problems regarding client products or services.
• Meet contractual KPIs and ensure quality service delivery.
• Clarify customer requirements and provide appropriate resolutions using available tools.
• Document information accurately and maintain call records in tracking systems.
• Offer additional products or services where applicable.
• Maintain professional and courteous communication with customers.

Skills

Customer service

Communication

Basic computer skills

Teamwork

Attention to detail

Adaptability

Education

Two years of college education

High school diploma

Tools

Basic computer knowledge

Job description

Job Description:

Advisor - Webhelp PH

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.

Supplemental Geographical Information

Recruiter Enter The Applicable Language

GERMANY - This job description does not apply to employees in Germany.

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

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.