Customer Service Advisor - SMM XTRA 2026

cnx; Mandaluyong; On-site; PHP 268,000 - 379,000; Full time

Job summary

cnx is seeking a Customer Service Advisor to handle inbound/outbound calls and online inquiries, delivering professional support and resolving routine problems to meet client expectations. The role emphasizes empathy, clear communication, and accurate record-keeping, with KPI-driven service, opportunities to upsell, and collaboration within a fast-paced team—working full time at our Mandaluyong site.

Experience is preferred but not required beyond entry-level, with a high school diploma and a

Qualifications

• High school diploma with 3–6 months relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate effectively in written and spoken English.
• Dependable with good attention to detail.
• Able to multitask and adapt to changes quickly.
• Team player and able to work independently.
• Demonstrate patience in customer interactions and maintain professionalism.
• Ability to rotate shifts as needed.
• Job requirements may vary by country.

Responsibilities

• Meet contractual KPIs for service delivery.
• Clarify customer requirements and provide resolution using available tools.
• Listen attentively and build rapport with customers.
• Greet customers courteously and professionally.
• Maintain basic knowledge of client products and services.
• Prepare complete and accurate work and document accounts.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document and retrieve information in call tracking database.
• Respond to inquiries by directing to published materials or senior staff

Skills

Customer service

Communication

Multi-tasking

Teamwork

Detail oriented

Education

High school diploma

Tools

PC knowledge

Job description

Job Title: Customer Service Advisor - SMM XTRA 2026

Job Description

The Customer Support Associate I position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.

Essential Functions/Core 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

Candidate Profile

• 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

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

#LI-DNI

Location: PHL Mandaluyong City - Megamall

Language Requirements:

Time Type: Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to Job Applicant Privacy Notice for California Residents