Customer Service Advisor - Spanish 2026

CNX; Quezon City; On-site; PHP 234,000 - 357,000; Full time

Job summary

CNX is hiring a Customer Service Advisor for Spanish-speaking customers in Quezon City, Philippines. You will handle inbound calls, emails, and website queries using scripts and documented procedures, creating and updating CRM cases, and ensuring accurate data and follow-up actions.

You will verify contact information, document problem definitions, and escalate when needed, while maintaining knowledge of products and processes. This is a full-time, on-site role at Tera Tower in Quezon City.

Qualifications

• Experience with customer support methodologies and CRM systems.
• Excellent communication and problem-solving skills.
• Ability to follow scripted procedures and use available tools.

Responsibilities

• Answers inbound calls and responds to emails and website queries using documented procedures and scripts.
• Verifies contact information and creates cases in the CRM system.
• Documents problem definitions and logs all contacts and actions in CRM as guidelines describe.
• Provides follow-up actions to customers and escalates when required.
• Maintains knowledge of products, processes, and performance requirements.

Job description

Job Title:

Customer Service Advisor - Spanish 2026

Job Description

• 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