Customer Service Agent — KPI-Driven Support & Flexible Shifts

Concentrix Philippines; Mandaluyong; On-site; PHP 210,000 - 300,000; Full time

Job summary

Concentrix Philippines in Mandaluyong is seeking a customer service associate to handle inbound inquiries, resolve issues, and meet KPIs while delivering courteous support.

You will maintain product knowledge, document interactions, and upsell where appropriate, working in a fast-paced, shift-based environment. The role emphasizes empathy, effective communication, accuracy in notes, and the ability to rotate shifts to cover business needs.

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 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.
• Job requirements may vary by country and will not contravene any local laws.

Responsibilities

• Ensure service delivered to our customers meets contractual KPIs.
• Clarify customer requirements; probe for understanding, use decision-support tools to provide resolution.
• Listen attentively to customer needs and concerns; demonstrate empathy while building rapport.
• Greet customers in a courteous, friendly, and professional manner using established 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.

Skills

Customer service

Communication

Attention to detail

Empathy

Multi-tasking

Teamwork

Adaptability

Shift flexibility

Education

High School Diploma

Job description

Concentrix Philippines in Mandaluyong is seeking a customer service associate to handle inbound inquiries, resolve issues, and meet KPIs while delivering courteous support.

You will maintain product knowledge, document interactions, and upsell where appropriate, working in a fast-paced, shift-based environment. The role emphasizes empathy, effective communication, accuracy in notes, and the ability to rotate shifts to cover business needs.