Customer Support Pro - KPI-Driven & Empathetic

cnx; Iloilo City; Hybrid; PHP 201,000 - 312,000; Full time

Job summary

cnx is seeking a Customer Service Advisor for Homecoming in Iloilo to handle inbound and outbound calls, delivering reliable customer service and resolving routine issues. The role emphasizes empathy, thorough product knowledge, and adherence to KPIs while supporting a fast-paced contact center environment.

Ideal candidates bring a high school diploma, strong communication skills, and the ability to multitask and adapt.

Qualifications

• High school diploma with 3–6 months of relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong PC knowledge and computer navigation skills.
• Excellent written and verbal communication abilities.
• Dependable with strong attention to detail.
• Able to multi-task and adapt quickly in a fast-paced environment.
• Team player who can also work independently.
• Demonstrates patience in all customer interactions.
• Willing to rotate shifts as needed.
• Location/program may require additional experience/skills.

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; demonstrate empathy while building rapport.
• Greet customers in a courteous, friendly, and professional manner.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including appropriately notating accounts.
• 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 to published materials or senior staff.

Skills

Customer service orientation

Computer literacy

Communication skills

Multitasking

Detail oriented

Teamwork / independence

Patience

Adaptability

Education

High school diploma

Job description

cnx is seeking a Customer Service Advisor for Homecoming in Iloilo to handle inbound and outbound calls, delivering reliable customer service and resolving routine issues. The role emphasizes empathy, thorough product knowledge, and adherence to KPIs while supporting a fast-paced contact center environment.

Ideal candidates bring a high school diploma, strong communication skills, and the ability to multitask and adapt.