Customer Service Advisor - UPA 2025

cnx; Quezon City; On-site; PHP 180,000 - 240,000; Full time

Job summary

cnx is seeking a Customer Service Advisor to support customers via calls and online channels. You will resolve routine problems, maintain product knowledge, and document interactions with accuracy.

The role emphasizes empathy, effective communication, and adherence to shift rotations in a fast-paced setting, ensuring KPI targets are met and customer satisfaction remains high.

Qualifications

• High school diploma with 3–6 months of relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate clearly, both written and verbal.
• Dependable with strong attention to detail.
• Able to multitask and adapt in a fast-paced environment.
• Team player who can work independently.
• Patient and professional in all customer interactions.
• Willingness to rotate shifts as needed.

Responsibilities

• Meet contractual KPIs for service delivery.
• Clarify customer requirements and provide resolution.
• Listen to customer needs and build rapport.
• Greet customers politely according to procedures.
• Maintain basic knowledge of client products/services.
• Prepare complete and accurate work, noting accounts as required.
• Participate in activities to improve customer satisfaction.
• Offer additional products and services.
• Track and retrieve information in the call tracking database.
• Respond to inquiries by referring to published materials or senior staff.

Skills

Customer service

Communication

PC knowledge

Attention to detail

Teamwork

Multitasking

Adaptability

Patience

Education

High school diploma

Job description

Job Title: Customer Service Advisor - UPA 2025

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.

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Location: PHL Quezon City - UP Ayala TechnoHub Bldg F, Grd & 3rd Flr

Language Requirements:

Time Type: Full time

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