Customer Experience & Resolution Specialist

Concentrix Experts Colombia S.A.S.; Cebu City; On-site; PHP 223,000 - 357,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. in Cebu is seeking a Mactan Customer Care Specialist for the iRecruit Engage 2027 program. You will ensure service levels meet KPIs, clarify requirements, and resolve inquiries with empathy.

You will greet customers professionally, maintain product knowledge, document interactions, and support initiatives to improve customer satisfaction. The role requires strong communication, computer skills, attention to detail, and ability to work in a fast-paced,

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 Key Performance Indicator ('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

PC knowledge

Written communication

Verbal communication

Attention to detail

Multi-tasking

Teamwork

Patience

Adaptability

Shift flexibility

Education

High school diploma

Job description

Concentrix Experts Colombia S.A.S. in Cebu is seeking a Mactan Customer Care Specialist for the iRecruit Engage 2027 program. You will ensure service levels meet KPIs, clarify requirements, and resolve inquiries with empathy.

You will greet customers professionally, maintain product knowledge, document interactions, and support initiatives to improve customer satisfaction. The role requires strong communication, computer skills, attention to detail, and ability to work in a fast-paced,