Empathy-Driven Customer Care Specialist

Concentrix Philippines; Quezon City; On-site; PHP 279,000 - 469,000; Full time

Job summary

Concentrix Philippines in Quezon City is seeking a customer service associate to join our fast-paced team. You will greet customers, clarify needs, and provide accurate resolutions while maintaining empathy and professionalism.

Responsibilities include meeting KPIs, leveraging available resources, and offering additional products or services. Candidates should have a high school diploma and strong communication skills, with the ability to work rotating shifts.

Qualifications

• High school diploma; 3–6 months relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate clearly in writing and verbally.
• Dependable with strong attention to detail.
• Able to work in a fast-paced, high production environment and adapt to changes.

Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs).
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to provide resolution.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing rapport.
• Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including appropriately notating 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 customer inquiries by referring them to published materials, secondary sources or more senior staff.

Skills

Customer service

Communication

Attention to detail

Teamwork

Multi-tasking

Adaptability

Patience

Education

High school diploma

Job description

Concentrix Philippines in Quezon City is seeking a customer service associate to join our fast-paced team. You will greet customers, clarify needs, and provide accurate resolutions while maintaining empathy and professionalism.

Responsibilities include meeting KPIs, leveraging available resources, and offering additional products or services. Candidates should have a high school diploma and strong communication skills, with the ability to work rotating shifts.