Advisor - Webhelp PH

cnx; Makati; On-site; PHP 167,000 - 246,000; Full time

Job summary

Concentrix is seeking an Advisor for Webhelp PH in Makati to deliver excellent customer service and resolve issues in a fast-paced contact center. You will handle inquiries, build rapport, and ensure customer satisfaction while meeting KPIs.

Qualifications include a high school diploma (two years of college preferred), strong communication skills, attention to detail, and the ability to work well in a team or independently. Shifts may rotate as needed.

Qualifications

• High school diploma; 3–6 months of relevant experience preferred.
• Strong customer service orientation and courteous demeanor.
• Solid computer navigation skills and PC knowledge.
• Clear written and verbal communication abilities.
• Dependable with attention to detail and accuracy.
• Able to multitask and adapt to a fast-paced environment.
• Able to work as part of a team or independently.
• Demonstrate patience in all customer interactions; maintain a professional tone.

Responsibilities

• Ensure service meets contractual KPIs.
• Clarify requirements and provide resolution with decision-support tools.
• Listen to customer needs and demonstrate empathy.
• Greet customers courteously and professionally.
• Maintain knowledge of client products/services.
• Prepare complete and accurate work, noting accounts as required.
• Engage in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document and retrieve information in the call tracking database.
• Respond to inquiries by referring to published materials or senior staff.

Skills

Customer service

Communication skills

Attention to detail

Multitasking

Adaptability

Teamwork

Patience

Professionalism

Education

High school diploma or equivalent

Two years of college education (Philippines section)

Job description

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

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:

Time Type: