Customer Service Advisor - Cantonese 2026

cnx; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Job summary

cnx in Quezon City, Philippines, seeks a Customer Service Advisor fluent in Cantonese to be the first point of contact for consumer inquiries across multiple channels. The role involves troubleshooting and resolving Level 1 issues while documenting cases in the CRM and following prescribed escalation paths.

You will respond to inquiries, ensure accurate data capture, and aim to meet daily performance goals.

Qualifications

• Cantonese language required for customer conversations.
• Familiarity with CRM systems and standard policies.
• Ability to meet daily performance goals.

Responsibilities

• Answer inbound calls and emails using documented procedures and scripts.
• Create and update cases in CRM with complete data.
• Escalate issues to appropriate teams as needed.
• Provide follow-up actions to customers and close cases.
• Maintain knowledge of products, brands, and policies.

Skills

Cantonese

CRM

Job description

Job Title:

Customer Service Advisor - Cantonese 2026

Job Description

The position is the initial contact for consumer conversations feedback, issue resolution, records case information and data across multiple channels. This involves troubleshooting, researching solutions, and providing resolutions to Level 1 consumer problems. The Agent ensures proper consumer handling and escalation procedures while performing assigned functions according to process and standardized policies and procedures. The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis. The agent will work an assigned shift, which may have varying start times.

Answers and responds to inbound calls, returns call from emails, website queries using documented procedures, available tools and supplied script(s) to assess consumers support needs and handle/route accordingly to the satisfaction of the consumer
Verifies all contact information
Creates cases within supplied Customer Relationship Management (CRM) system
Documents problem definition
Documents and logs all contacts and actions into CRM as specified in guidelines
Includes all appropriate case data (soft and hard copies) i.e. CRM survey responses based on reason codes, email, photos, CSAT surveys emailed to consumer post resolution, etc.
Provides help and clear direction to consumers on follow-up actions to be taken for resolution
Escalates to internal and external persons in accordance with process direction i.e. to Escalation owner on team, Fulfillment and client when appropriate
Provides customers with follow-up action to be taken and documents in CRM
Remains knowledgeable of performance requirements, brands/product and process documentation
Maintains awareness of and compliance with all Concentrix personnel policies
Achieves specified performance goals and knowledge of all tools used in the process
Additional responsibilities as required i.e. reporting, reporting unresolved issues, handling of hang-ups, etc.

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Location:

PHL Quezon City - Tera Tower 1st Floor

Language Requirements:

Time Type:

Full time