KPI-Driven Customer Care Specialist

Concentrix; Quezon City; On-site; PHP 279,000 - 391,000; Full time

Job summary

Concentrix is hiring an Eastwood Customer Care Specialist to interface with customers across inbound/outbound calls and online channels. You will provide service, resolve routine problems, and aim to meet KPI standards.

The role emphasizes empathy, clear communication, and accurate documentation as you assist clients with products and services. Ideal candidates have a high school diploma with 3–6 months of relevant experience, strong PC skills, and the ability to multitask in a fast-paced

Qualifications

• High school diploma with 3–6 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; ability to be flexible and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced, high production environment.
• Ability to work as a team member, as well as independently.
• Demonstrate patience in all customer contact situations; maintaining a pleasant and professional tone.
• Ability to rotate shifts, as needed.

Responsibilities

• Interface with customers via inbound calls, outbound calls, or the Internet depending upon client requirements.
• Provide customer service support and resolution of routine problems regarding client's products or services.
• Meet contractual KPIs for service delivery.
• Clarify customer requirements and probe for understanding to provide resolution.
• Listen to customer needs and concerns with empathy while building rapport.
• Greet customers in a courteous, friendly, and professional manner.
• Maintain basic knowledge of client products/services.
• Prepare complete and accurate work and annotate accounts as required.
• 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 more senior staff.

Skills

Customer service

Communication

Multi-tasking

Attention to detail

Team player

Patience

Shift flexibility

Dependable

Education

High school diploma

Tools

Call tracking database

Job description

Concentrix is hiring an Eastwood Customer Care Specialist to interface with customers across inbound/outbound calls and online channels. You will provide service, resolve routine problems, and aim to meet KPI standards.

The role emphasizes empathy, clear communication, and accurate documentation as you assist clients with products and services. Ideal candidates have a high school diploma with 3–6 months of relevant experience, strong PC skills, and the ability to multitask in a fast-paced