Customer Experience Specialist

Concentrix; Laguna; On-site; PHP 201,000 - 290,000; Full time

Job summary

Concentrix Laguna, Philippines, is hiring a Nuvali Customer Care Specialist. This role handles inbound/outbound calls and online inquiries, delivering service per client KPIs while resolving routine issues and building rapport with customers.

The position requires a high school diploma (or equivalent) with up to six months of relevant experience, strong communication skills, and the ability to work both independently and in a team within a fast-paced contact center environment.

Qualifications

• High school diploma; 3–6 months relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate clearly in writing and speech.
• Dependable with strong attention to detail.
• Able to multitask in a fast-paced, high-production environment.
• Team player or able to work independently.
• Demonstrate patience in all customer contacts; maintain professional tone.
• Able to rotate shifts; location/program dependent.

Responsibilities

• Meet contractual KPIs for customer service.
• Clarify requirements; probe for understanding, use decision-support tools and resources to provide resolution.
• Listen attentively to customer needs and concerns; demonstrate empathy while building rapport.
• 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

Computer skills

Written & verbal comms

Attention to detail

Multitasking

Team player

Patience

Shift rotation

Adaptability

Education

High school diploma

Job description

Concentrix Laguna, Philippines, is hiring a Nuvali Customer Care Specialist. This role handles inbound/outbound calls and online inquiries, delivering service per client KPIs while resolving routine issues and building rapport with customers.

The position requires a high school diploma (or equivalent) with up to six months of relevant experience, strong communication skills, and the ability to work both independently and in a team within a fast-paced contact center environment.