Customer Experience & Support Specialist

Concentrix Philippines; Davao City; On-site; PHP 201,000 - 312,000; Full time

Job summary

Concentrix Philippines is hiring a Davao Customer Care Specialist to engage customers via inbound/outbound calls and online channels, delivering courteous service and resolving routine problems for the client’s products and services.

The role emphasizes achieving contractual KPIs, documenting interactions accurately, and aiding customers with empathy while promoting additional products and services where appropriate. It suits reliable multitaskers in a fast-paced environment.

Qualifications

• High school diploma with three to six months of relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills.
• Ability to effectively communicate, both written and verbally.
• Ability to rotate shifts.
• Based on location and/or program, additional experience/skills may be required.

Responsibilities

• Meet contractual KPIs for service delivery.
• Clarify customer requirements; probe for understanding and provide resolution using tools.
• Listen attentively and demonstrate empathy to build rapport with the customer.
• Greet customers in a courteous, friendly, professional manner.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including appropriately notating accounts.
• 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

Multitasking

Communication skills

PC navigation

Teamwork

Education

High school diploma

Job description

Concentrix Philippines is hiring a Davao Customer Care Specialist to engage customers via inbound/outbound calls and online channels, delivering courteous service and resolving routine problems for the client’s products and services.

The role emphasizes achieving contractual KPIs, documenting interactions accurately, and aiding customers with empathy while promoting additional products and services where appropriate. It suits reliable multitaskers in a fast-paced environment.