Customer Support Associate I: Empathetic, KPI‑Driven Help

Concentrix; Cebu City; On-site; PHP 201,000 - 279,000; Full time

Job summary

Concentrix in Cebu, Philippines, is hiring a Customer Support Associate I to interface with customers via inbound/outbound calls or online channels, delivering service and resolving routine problems for client products and services.

Key duties include meeting KPIs, clarifying requirements, and maintaining product knowledge while providing courteous assistance. The role involves teamwork, flexible shifts, and adherence to procedures in a fast-paced BPO environment.

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 clearly communicate in writing and verbally.
• Dependable with strong attention to detail.
• Skilled in multitasking in a fast-paced, high production environment.
• Comfortable working as part of a team or independently.
• Demonstrate patience in all customer contact situations; maintain a professional tone.
• Ability to rotate shifts; may vary by location/program.

Responsibilities

• Meet contractual KPIs for service delivery.
• Clarify customer requirements and use decision-support tools to resolve issues.
• Listen to customer needs and demonstrate empathy while building rapport.
• Greet customers courteously according to procedures.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work and notation in systems.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document and retrieve information in call-tracking databases.
• Respond to inquiries by referring customers to published materials or senior staff.

Skills

Customer service orientation

Strong communication

Multi-tasking

Teamwork

Attention to detail

Education

High school diploma

Job description

Concentrix in Cebu, Philippines, is hiring a Customer Support Associate I to interface with customers via inbound/outbound calls or online channels, delivering service and resolving routine problems for client products and services.

Key duties include meeting KPIs, clarifying requirements, and maintaining product knowledge while providing courteous assistance. The role involves teamwork, flexible shifts, and adherence to procedures in a fast-paced BPO environment.