Customer Care Specialist: KPI-Driven Resolutions (Makati)

Concentrix Experts Colombia S.A.S.; Makati; On-site; PHP 201,000 - 290,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. in Makati City is seeking a One Makati Customer Care Specialist to handle inbound and outbound calls and online inquiries, delivering courteous, effective support and resolving routine issues.

You will use decision-support tools, document interactions, and strive to meet contractual KPIs while maintaining customer satisfaction. This role requires a high school diploma with limited experience, strong communication, solid PC skills, and the ability to multitask

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

• Interface with customers via inbound calls, outbound calls, or Internet per client requirements.
• Provide customer service support and resolution of routine problems regarding client's product or services.
• Meet contractual KPIs for service delivery.
• Clarify customer requirements; probe for understanding and use resources to provide resolution.
• Listen to customer needs and demonstrate empathy while building rapport.
• Greet customers in a courteous, friendly, and professional manner.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including appropriate account notes.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document and retrieve information in call tracking database.
• Respond to inquiries by referring to published materials or senior staff.

Skills

Customer service orientation

Written and verbal communication

PC knowledge

Multitasking

Teamwork

Attention to detail

Adaptability

Patience

Education

High school diploma

Job description

Concentrix Experts Colombia S.A.S. in Makati City is seeking a One Makati Customer Care Specialist to handle inbound and outbound calls and online inquiries, delivering courteous, effective support and resolving routine issues.

You will use decision-support tools, document interactions, and strive to meet contractual KPIs while maintaining customer satisfaction. This role requires a high school diploma with limited experience, strong communication, solid PC skills, and the ability to multitask