Empathetic Support Specialist – KPI-Driven

Concentrix; Cagayan de Oro; On-site; PHP 240,000 - 300,000; Full time

Job summary

Concentrix in the Philippines (Cagayan de Oro) is hiring for a customer service representative. The role focuses on delivering excellent service, understanding customer needs, and resolving inquiries with empathy and accuracy.

You will greet customers professionally, maintain knowledge of products, and document interactions in our tracking system. The position requires a high school diploma with 3–6 months of relevant experience, strong communication and computer skills, and the ability to

Qualifications

• High school diploma or equivalent.
• Three to six months of relevant experience preferred.
• Strong customer service orientation.
• Excellent written and verbal communication skills.
• Good computer navigation and PC knowledge.
• Attention to detail and accuracy.
• Ability to multi-task in a fast-paced environment.
• Patient, courteous, and professional in all customer interactions.
• Willingness to rotate shifts as needed.

Responsibilities

• Ensure service delivered to customers meets contractual KPIs.
• Clarify customer requirements; probe for understanding, use decision-support tools to resolve issues.
• Listen attentively to customer needs and concerns; demonstrate empathy to build rapport.
• Greet customers in a courteous, friendly, and professional manner using procedures.
• Maintain basic knowledge of client products and services.
• Prepare complete and accurate work, including account notation as required.
• Track, document and retrieve information in call tracking systems.
• Respond to inquiries by referring to published materials or escalating to senior staff when needed.
• Participate in activities designed to improve customer satisfaction and business performance.
• Offer and promote additional products and/or services when appropriate.

Job description

Concentrix in the Philippines (Cagayan de Oro) is hiring for a customer service representative. The role focuses on delivering excellent service, understanding customer needs, and resolving inquiries with empathy and accuracy.

You will greet customers professionally, maintain knowledge of products, and document interactions in our tracking system. The position requires a high school diploma with 3–6 months of relevant experience, strong communication and computer skills, and the ability to