Advisor - Webhelp PH

Concentrix Philippines; Makati; On-site; PHP 201,000 - 268,000; Full time

Job summary

Concentrix Philippines is seeking an Advisor for Webhelp PH in Makati to handle customer inquiries, provide accurate resolutions, and maintain service quality. The role emphasizes empathy, product knowledge, and professional communication in a fast-paced environment.

Candidates should have a two-year college education, strong PC skills, and an aptitude for multitasking, teamwork, and patience. Shifts may rotate as required by the program and location.

Qualifications

• Two years of college education required for PH locations.
• Excellent written and verbal communication skills are essential.
• Strong customer service orientation and ability to handle repetitive tasks in a fast-paced call-center environment.

Responsibilities

• Ensure service meets contractual KPIs.
• Clarify customer requirements and provide resolutions.
• Listen attentively and build rapport with customers.
• Greet customers professionally and maintain courteous tone.
• Maintain knowledge of client products and services.
• Document and complete work accurately in the system.
• Assist customers and offer relevant products or services.
• Track inquiries and reference published materials or escalate when needed.

Skills

Customer service

Communication

Attention to detail

Multitasking

Team player

Patience

Adaptability

Education

Two years of college education

Job description

Job Title: Advisor - Webhelp PH

Job Description

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.

Location: PHL Makati City - Ayala North Exchange

Language Requirements:

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