Customer Care Advisor: Connect & Resolve

Concentrix; Laguna; On-site; PHP 201,000 - 268,000; Full time

Job summary

Concentrix is seeking an Advisor I, Customer Service in Laguna, Philippines. The role interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements to deliver service and resolve routine problems related to client's products or services.

You will meet KPIs, handle inquiries, demonstrate empathy, and work with the team to improve satisfaction. The position requires a high school diploma and willingness to rotate shifts.

Qualifications

• 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.

Responsibilities

• Ensure service delivered to our customers meets contractual KPIs.
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to provide resolution.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing rapport.
• 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.

Skills

Customer service

Communication skills

Multitasking

PC knowledge

Education

High school diploma

Job description

Concentrix is seeking an Advisor I, Customer Service in Laguna, Philippines. The role interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements to deliver service and resolve routine problems related to client's products or services.

You will meet KPIs, handle inquiries, demonstrate empathy, and work with the team to improve satisfaction. The position requires a high school diploma and willingness to rotate shifts.