KPI-Driven Customer Care Advisor

cnx; Mandaluyong; On-site; PHP 180,000 - 240,000; Full time

Job summary

cnx is seeking a Customer Service Advisor for the Shaw XTRA program in Mandaluyong. The role centers on delivering consistent service, resolving questions, and maintaining product knowledge to meet KPIs.

Candidates should be ready to greet customers professionally, document interactions, and support continuous improvement initiatives. Ideal applicants have a high school diploma and at least a few months of relevant experience, with strong attention to detail and teamwork abilities.

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; 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

Responsibilities

• Ensure service delivered to our customers meets contractual 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.

Skills

Customer service

Communication

Multitasking

Teamwork

Attention to detail

Empathy

Shift flexibility

Patient

Education

High school diploma

Tools

PC Knowledge

Computer navigation

Job description

cnx is seeking a Customer Service Advisor for the Shaw XTRA program in Mandaluyong. The role centers on delivering consistent service, resolving questions, and maintaining product knowledge to meet KPIs.

Candidates should be ready to greet customers professionally, document interactions, and support continuous improvement initiatives. Ideal applicants have a high school diploma and at least a few months of relevant experience, with strong attention to detail and teamwork abilities.