Customer Support Specialist - KPI-Driven & Empathetic

Concentrix Philippines; Davao City; On-site; PHP 223,000 - 357,000; Full time

Job summary

Concentrix Philippines in Makati City is seeking a frontline Customer Service Associate to handle inbound inquiries, clarify requirements, and provide resolution while maintaining empathy and professionalism. You will greet customers, document interactions, and refer to self-service materials or senior staff as needed.

The role emphasizes strong communication, basic computer skills, attention to detail, and the ability to work in a fast-paced, team-oriented environment.

Qualifications

• High school diploma; 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 multitasking; able to be flexible and adapt quickly.
• Tolerance for repetitive work in a fast-paced environment.
• Ability to work as a team member, or independently.
• Demonstrate patience in all customer contact situations; maintain a pleasant tone.
• Ability to rotate shifts as needed.

Responsibilities

• Ensure service delivered meets contractual KPIs.
• Clarify customer requirements; probe for understanding and provide resolution.
• Listen and build rapport with the customer while showing empathy.
• Greet customers in a courteous, friendly, and professional manner.
• Maintain basic knowledge of client products and services.
• Prepare complete and accurate work and notate 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 inquiries by referring to published materials or senior staff.

Job description

Concentrix Philippines in Makati City is seeking a frontline Customer Service Associate to handle inbound inquiries, clarify requirements, and provide resolution while maintaining empathy and professionalism. You will greet customers, document interactions, and refer to self-service materials or senior staff as needed.

The role emphasizes strong communication, basic computer skills, attention to detail, and the ability to work in a fast-paced, team-oriented environment.