Cebu IT Park Customer Care Specialist iRecruit Engage 2027

Concentrix Experts Colombia S.A.S.; Cebu City; On-site; PHP 223,000 - 357,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. in Cebu City (Cebu IT Park) seeks a Customer Care Specialist to handle inbound and outbound calls and web inquiries, resolving routine product or service questions while maintaining KPI performance.

You will greet customers professionally, maintain knowledge of client offerings, document interactions, and strive to improve customer satisfaction. This full-time role suits courteous, detail-oriented individuals in a fast-paced 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 communicate clearly, both written and verbal.
• Dependable with strong attention to detail.
• Skilled in multi-tasking; able to adapt quickly.
• Tolerance for repetitive work in a fast-paced environment.
• Ability to work as part of a team or independently.

Responsibilities

• Meet KPIs by delivering quality service.
• Clarify customer requirements and provide resolutions with available tools.
• Listen attentively and build rapport with customers.
• Greet customers in a courteous, professional manner.
• Maintain knowledge of client products and services.
• Prepare complete and accurate case notes.
• Participate in activities to improve satisfaction and performance.
• Offer additional products and services where appropriate.
• Track and retrieve information in the call tracking system.
• Refer inquiries to published materials or senior staff as needed.

Skills

Customer service

Communication

Attention to detail

Teamwork

Adaptability

Multitasking

Education

High school diploma

Job description

Job Title: Cebu IT Park 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.

#WAH jobs also available.

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 Cebu City - The Link

Time Type: Full time