Customer Service Advisor - Cantonese 2026

Concentrix; Quezon City; On-site; PHP 391,000 - 580,000; Full time

Job summary

Concentrix in Quezon City is seeking a Customer Service Advisor fluent in Cantonese to be the first point of contact for consumer inquiries across channels. You will troubleshoot, document cases in CRM, and resolve Level 1 issues using scripts and approved procedures to ensure satisfaction.

You will follow escalation paths when needed, maintain up-to-date knowledge of products and policies, and deliver timely, accurate responses while aiming for high CSAT scores.

Qualifications

• Experience handling customer inquiries and resolving Level 1 issues.
• Ability to log interactions into CRM accurately.
• Knowledge of escalation procedures.

Responsibilities

• Answers and responds to inbound calls and emails using documented procedures.
• Creates cases in CRM with complete data.
• Escalates issues to escalation owner or client when needed.
• Provides customers with follow-up actions and confirms resolution.
• Maintains knowledge of performance requirements and brand processes.

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

Time Type

Full time

Mission

Hi, we’re Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.