Customer Support Specialist - KPI-Driven & Empathetic

Concentrix; Pasay; On-site; PHP 201,000 - 335,000; Full time

Job summary

Concentrix in Pasay City, MOA, is hiring a Customer Service Advisor to support customers via inbound/outbound calls and online channels, resolving routine problems and ensuring service levels.

The role emphasizes empathy, accuracy, and product knowledge, with a focus on KPIs, documenting interactions, and upselling where appropriate. It requires a high school diploma and strong communication, PC skills, and teamwork.

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; adaptable to changes in a fast-paced environment.
• Ability to work as a team member, as well as independently.
• Demonstrate patience in all customer contact situations; rotate shifts as needed.

Responsibilities

• Meet contractual KPIs for service delivery.
• Clarify customer requirements and provide resolution using decision-support tools.
• Listen to customer needs with empathy and build rapport.
• Greet customers in a courteous, friendly, professional manner.
• Maintain basic knowledge of client products/services.
• Prepare complete and accurate work and notation of accounts.
• Participate in activities 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.

Skills

Customer service orientation

Communication skills

Computer navigation

Multi-tasking

Teamwork

Attention to detail

Patience

Education

High school diploma

Tools

Windows OS

Job description

Concentrix in Pasay City, MOA, is hiring a Customer Service Advisor to support customers via inbound/outbound calls and online channels, resolving routine problems and ensuring service levels.

The role emphasizes empathy, accuracy, and product knowledge, with a focus on KPIs, documenting interactions, and upselling where appropriate. It requires a high school diploma and strong communication, PC skills, and teamwork.