Customer Care Advocate - Empathy & Solutions

Concentrix Experts Colombia S.A.S.; Laguna; On-site; PHP 268,000 - 402,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. in Laguna, Philippines, seeks a Nuvali Customer Care Specialist engaging customers across inbound/outbound calls and online channels to deliver professional service and resolve routine issues.

You will follow client KPIs, demonstrate empathy, and grow rapport while maintaining product knowledge and process accuracy. The role emphasizes clear communication, teamwork, and adaptability in a fast-paced environment, with rotating shifts as required and strict

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
• *Job requirements may vary by country and will not contravene any local laws

Responsibilities

• Ensure service delivered to our customers meets contractual 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

Skills

Customer service

Computer navigation

Verbal communication

Written communication

Attention to detail

Multi-tasking

Flexibility

Teamwork

Patience

Education

Two-year college education

Job description

Concentrix Experts Colombia S.A.S. in Laguna, Philippines, seeks a Nuvali Customer Care Specialist engaging customers across inbound/outbound calls and online channels to deliver professional service and resolve routine issues.

You will follow client KPIs, demonstrate empathy, and grow rapport while maintaining product knowledge and process accuracy. The role emphasizes clear communication, teamwork, and adaptability in a fast-paced environment, with rotating shifts as required and strict