Mactan Customer Care Specialist iRecruit Engage 2027

Concentrix Philippines; Cebu City; On-site; PHP 167,000 - 234,000; Full time

Job summary

Concentrix Philippines in Cebu is seeking a Customer Care Specialist to handle inbound/outbound calls and online inquiries, delivering quality service and resolving routine issues to meet client KPIs.

You will greet customers professionally, maintain basic product knowledge, document interactions accurately, and support cross-selling where appropriate. A high school diploma and strong communication are preferred, with flexibility to rotate shifts.

Qualifications

• High school diploma or equivalent.
• Courteous with strong customer service orientation.
• Excellent verbal and written communication.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Ensure service delivered to customers meets contractual KPIs.
• Clarify customer requirements; probe for understanding and use decision-support tools.
• Listen attentively and demonstrate empathy while building rapport.
• Greet customers in a courteous, professional manner.
• Maintain basic knowledge of client products and services.
• Prepare complete and accurate work and notation of accounts.
• 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 orientation

Verbal communication

Written communication

Multitasking

Education

High school diploma

Tools

Call tracking database

Job description

MactanCustomer Care Specialist iRecruitEngage 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.

Location

PHL Cebu - The Mactan Newtown - 3rd Flr

Time Type

Full time