BP Mactan 2025

Concentrix; Cebu City; On-site; PHP 201,000 - 279,000; Full time

Job summary

Concentrix in Cebu, Philippines, is hiring a Customer Support Associate I to interface with customers via inbound/outbound calls or online channels, delivering service and resolving routine problems for client products and services.

Key duties include meeting KPIs, clarifying requirements, and maintaining product knowledge while providing courteous assistance. The role involves teamwork, flexible shifts, and adherence to procedures in a fast-paced BPO environment.

Qualifications

• High school diploma with 3–6 months of relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to clearly communicate in writing and verbally.
• Dependable with strong attention to detail.
• Skilled in multitasking in a fast-paced, high production environment.
• Comfortable working as part of a team or independently.
• Demonstrate patience in all customer contact situations; maintain a professional tone.
• Ability to rotate shifts; may vary by location/program.

Responsibilities

• Meet contractual KPIs for service delivery.
• Clarify customer requirements and use decision-support tools to resolve issues.
• Listen to customer needs and demonstrate empathy while building rapport.
• Greet customers courteously according to procedures.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work and notation in systems.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document and retrieve information in call-tracking databases.
• Respond to inquiries by referring customers to published materials or senior staff.

Skills

Customer service orientation

Strong communication

Multi-tasking

Teamwork

Attention to detail

Education

High school diploma

Job description

Job Title: BP Mactan 2025 Job Description The Customer Support Associate I 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.

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.

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Location: PHL Cebu - The Mactan Newtown - 2nd Flr

Language Requirements:

Time Type: Full time

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Mission:

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview:

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech‑powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game‑changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, …

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.