iRecruit Engage Main 2027

CNX; Muntinlupa; On-site; PHP 223,000 - 357,000; Full time

Job summary

CNX in the Philippines is seeking a Customer Support Associate I to interface with customers via inbound calls, outbound calls, or online channels, delivering service and resolving routine problems related to client products or services.

You will maintain knowledge of client offerings, document interactions, and strive to meet KPIs while delivering courteous, patient support and opportunities to offer additional products or services.

Qualifications

• High school diploma or equivalent; 3–6 months relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong written and verbal communication abilities.
• Ability to multitask in a fast-paced environment while maintaining accuracy.

Responsibilities

• Interface with customers via inbound/outbound calls or online channels.
• Ensure services meet contractual KPIs.
• Clarify requirements and provide appropriate resolutions.
• Greet customers courteously and maintain professionalism.
• Maintain knowledge of client products/services.
• Document accounts accurately and completely.
• Contribute to customer satisfaction and business performance.
• Offer additional products/services as appropriate.
• Track and retrieve information in the call tracking system.

Skills

Customer service orientation

Strong computer navigation

Written and verbal communication

Attention to detail

Multi-tasking

Teamwork and independence

Education

High school diploma

Tools

PC Knowledge

Job description

Job Title:

iRecruit Engage Main 2027

Job Description

The Customer Support Associate I position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client’s product or services.

Essential Functions/Core 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 appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• 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

Candidate Profile

• 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; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required
• *Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

#LI-DNI

Location:

PHL Muntinlupa - Alabang 1

Language Requirements:

Time Type:

Full time