Customer Experience Advisor — Fast-Paced Support

Concentrix Philippines; Mandaluyong; On-site; PHP 279,000 - 391,000; Full time

Job summary

Concentrix Philippines is seeking a Customer Service Advisor for SM Megamall Events to handle customer inquiries via inbound and outbound calls, as well as online channels, delivering friendly service and effective resolutions.

In a fast-paced, on-site role at Mandaluyong, you will meet KPIs, document interactions, and promote appropriate products while showing empathy and professionalism. A high school diploma and basic computer skills are required, with strong communication and teamwork.

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 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

Communication

PC skills

Attention to detail

Team player

Multi-tasking

Flexibility

Empathy

Job description

Concentrix Philippines is seeking a Customer Service Advisor for SM Megamall Events to handle customer inquiries via inbound and outbound calls, as well as online channels, delivering friendly service and effective resolutions.

In a fast-paced, on-site role at Mandaluyong, you will meet KPIs, document interactions, and promote appropriate products while showing empathy and professionalism. A high school diploma and basic computer skills are required, with strong communication and teamwork.