Apply Now! Cebu J Centre Customer Service

Concentrix Philippines; Cebu City; On-site; PHP 201,000 - 312,000; Full time

Job summary

Concentrix Philippines in Cebu City is hiring a Customer Service Representative to be the frontline contact for our clients' customers, delivering professional support across multiple channels. You will handle inquiries by phone, email, chat and more, resolve issues promptly, and protect the brand reputation through outstanding service.

This full-time role offers growth opportunities in a dynamic BPO environment.

Qualifications

• High school diploma or equivalent qualification.
• Excellent verbal and written communication skills in English.
• Strong customer service orientation with a genuine desire to help customers.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Problem-solving skills and ability to think on your feet.
• Patience and empathy when dealing with difficult customer situations.
• Reliability and strong attendance record.
• Proficiency with computer systems and willingness to learn new technologies.

Responsibilities

• Handle incoming customer inquiries via phone, email, chat and other communication channels in a professional and courteous manner
• Resolve customer issues and concerns promptly, working towards first-contact resolution whenever possible
• Provide accurate information about products and services to customers
• Document customer interactions and maintain detailed records in the company system
• Follow company policies, procedures and quality standards consistently
• Meet or exceed established performance metrics including call handling time, customer satisfaction scores and attendance targets
• Escalate complex issues to supervisors or specialist teams as required
• Contribute to a positive team environment and support colleagues when needed
• Participate in training sessions and continuous development programmes to enhance product knowledge and service skills

Skills

Verbal communication

Written communication

Customer service

Multitasking

Time management

Problem-solving

Empathy

Reliability/Attendance

Tech proficiency

Education

High school diploma or equivalent

Job description

About us

Concentrix Philippines is a leading global customer experience company dedicated to delivering exceptional service solutions. We partner with top international brands to provide innovative customer support across multiple channels. Our company is committed to creating a positive workplace culture where employees can thrive, develop their careers, and make a meaningful impact on customer satisfaction. With a focus on excellence and employee engagement, we are an employer of choice in the business process outsourcing industry.

About the role

We are recruiting for a Customer Service Representative to join our team at our Cebu City location. This is a full-time position where you will be the frontline point of contact for our clients' customers, delivering outstanding service and support. As a Customer Service Representative, you will play a vital role in maintaining our clients' brand reputation and ensuring customer satisfaction through professional and efficient service delivery. This role is essential to our operations and offers the opportunity to develop valuable customer interaction and problem-solving skills in a dynamic, fast-paced environment.

Key responsibilities

• Handle incoming customer inquiries via phone, email, chat and other communication channels in a professional and courteous manner
• Resolve customer issues and concerns promptly, working towards first-contact resolution whenever possible
• Provide accurate information about products and services to customers
• Document customer interactions and maintain detailed records in the company system
• Follow company policies, procedures and quality standards consistently
• Meet or exceed established performance metrics including call handling time, customer satisfaction scores and attendance targets
• Escalate complex issues to supervisors or specialist teams as required
• Contribute to a positive team environment and support colleagues when needed
• Participate in training sessions and continuous development programmes to enhance product knowledge and service skills

What we're looking for

• High school diploma or equivalent qualification
• Excellent verbal and written communication skills in English
• Strong customer service orientation with a genuine desire to help customers
• Ability to multitask and manage time effectively in a fast-paced environment
• Problem-solving skills and ability to think on your feet
• Patience and empathy when dealing with difficult customer situations
• Reliability and strong attendance record
• Proficiency with computer systems and willingness to learn new technologies
• Previous customer service or call centre experience is advantageous but not essential
• Ability to work flexible shifts including evenings and weekends if required