CDO Customer Care Specialist iRecruit Engage 2027

Concentrix Experts Colombia S.A.S.; Cagayan de Oro; On-site; PHP 240,000 - 300,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. in Cagayan de Oro, Philippines, seeks a Customer Care Specialist for the iRecruit Engage 2027 program.

The role handles customer support via inbound/outbound calls and online channels, providing service and resolving routine problems. You will maintain knowledge of client products, document interactions, meet KPIs, and pursue opportunities to assist customers with additional products.

Qualifications

• High school diploma with limited experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate effectively, both written and verbally.
• Dependable with strong attention to detail.
• Skilled in multitasking; able to adapt to changes quickly.
• Team player or able to work independently.
• Demonstrate patience in all customer interactions.
• Ability to rotate shifts; location/program may vary.

Responsibilities

• Meet contractual KPIs for service delivery.
• Clarify customer requirements and provide resolutions.
• Listen to customer needs with empathy and build rapport.
• Greet customers in a courteous, friendly, and professional manner.
• Maintain knowledge of client products/services.
• Prepare complete and accurate work and document accounts.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track and retrieve information in call tracking system.
• Refer inquiries to published materials or senior staff.

Skills

Customer service

Communication

Multitasking

Teamwork

Attention to detail

Patience

Shift flexibility

Education

High school diploma

Tools

Basic computer skills

Job description

Job Title:

CDO Customer Care Specialist iRecruit Engage 2027

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.

#LI-DNI

Location:

PHL Cagayan de Oro - Trade St

Time Type:

Full time