Customer Support Advisor - Quick, Empathetic Problem Solver

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

Job summary

cnx is seeking a Customer Service Advisor for PH South to handle inbound/outbound calls and online inquiries, ensuring resolution of routine problems and adherence to KPIs. The role emphasizes courteous, empathetic service, accurate data recording, and ongoing product knowledge.

The successful candidate will work in a fast-paced, team-oriented environment, display patience with customers, and be able to rotate shifts as required. This position is based in Makati, Philippines.

Qualifications

• 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

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

Skills

Communication

Customer service

Attention to detail

Multi-tasking

Team player

Patience

Education

High school diploma

Job description

cnx is seeking a Customer Service Advisor for PH South to handle inbound/outbound calls and online inquiries, ensuring resolution of routine problems and adherence to KPIs. The role emphasizes courteous, empathetic service, accurate data recording, and ongoing product knowledge.

The successful candidate will work in a fast-paced, team-oriented environment, display patience with customers, and be able to rotate shifts as required. This position is based in Makati, Philippines.