Mactan iRecruit Engage 2025

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

Job summary

cnx is hiring a Customer Support Associate I in Cebu. This role interfaces with customers via inbound/outbound calls or internet, delivering customer service and resolving routine issues related to products or services.

The position emphasizes empathy, strong communication, and the ability to meet KPIs while maintaining product knowledge and accuracy in documentation. It offers shift flexibility in a fast-paced environment.

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.
• Ability to rotate shifts, as needed.

Responsibilities

• Meet service delivery KPIs as per contractual requirements.
• Clarify customer requirements; probe for understanding to provide resolution.
• Demonstrate empathy and build rapport with customers.
• Greet customers in a courteous, friendly, and professional manner.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including notating accounts as required.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track and retrieve information in call tracking database.
• Respond to inquiries by referring to published materials or more senior staff.

Skills

Customer service

Communication skills

PC navigation

Multitasking

Teamwork

Education

High school diploma

Job description

Job Title:

Mactan iRecruit Engage 2025

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 verballyDependable 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 Cebu - The Mactan Newtown - 2nd Flr

Language Requirements:

Time Type: Full time

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