Customer Care Specialist - KPI-Driven Support

cnx; Cagayan de Oro; On-site; PHP 180,000 - 280,000; Full time

Job summary

cnx in the Philippines is seeking a CDOCustomer Care Specialist to handle inbound/outbound calls and online inquiries, delivering customer support and resolving routine issues in accordance with client requirements.

The role emphasizes empathy, courteous communication, and the ability to work both independently and as part of a team. A high school diploma with some experience is preferred, and basic PC skills are required.

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.

Responsibilities

• Ensure service delivered to our customers meets contractual KPIs.
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve the customer issue.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing rapport.
• Greet customers in a courteous, friendly manner using agreed 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 to published materials or more senior staff.

Skills

Customer service

Communication skills

Computer navigation

Team player

Education

High school diploma

Job description

cnx in the Philippines is seeking a CDOCustomer Care Specialist to handle inbound/outbound calls and online inquiries, delivering customer support and resolving routine issues in accordance with client requirements.

The role emphasizes empathy, courteous communication, and the ability to work both independently and as part of a team. A high school diploma with some experience is preferred, and basic PC skills are required.