Customer Care Specialist: Empathetic, KPI-Driven Support

Concentrix Experts Colombia S.A.S.; Quezon City; On-site; PHP 201,000 - 246,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. is hiring a UPA Customer Care Specialist to handle customer interactions via calls or online channels, delivering reliable service and resolving routine issues.

You will maintain product knowledge, document interactions, and support customer satisfaction in a fast-paced, team-oriented environment. The role requires a high school diploma and 3–6 months of relevant experience, with strong communication and multitasking abilities.

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 communicate effectively in writing and speech.
• Detail-oriented with strong attention to accuracy.
• Able to multitask in a fast-paced environment.
• Ability to rotate shifts as needed.
• Location varies by country and program.

Responsibilities

• Interfaces with customers via inbound calls, outbound calls, or the Internet depending upon client requirements.
• Provides customer service support and resolution of routine problems regarding client's product or services.
• Clarifies customer requirements; probes for understanding and uses decision-support tools to provide resolution.
• Listens to customer needs and concerns with empathy while building rapport.
• Greets customers in a courteous, friendly, and professional manner.
• Maintains basic knowledge of client products and/or services.
• Prepares complete and accurate work including noting accounts as required.
• Participates in activities designed to improve customer satisfaction and business performance.
• Offers additional products and/or services.
• Tracks, documents and retrieves information in call tracking database.
• Responds to customer inquiries by referring to published materials or more senior staff.

Skills

Customer service

Communication skills

PC literacy

Multitasking

Team player

Patience

Adaptability

Shift flexibility

Education

High school diploma

Job description

Concentrix Experts Colombia S.A.S. is hiring a UPA Customer Care Specialist to handle customer interactions via calls or online channels, delivering reliable service and resolving routine issues.

You will maintain product knowledge, document interactions, and support customer satisfaction in a fast-paced, team-oriented environment. The role requires a high school diploma and 3–6 months of relevant experience, with strong communication and multitasking abilities.