Multi-Channel Customer Care Specialist

Concentrix Experts Colombia S.A.S.; Quezon City; On-site; PHP 223,000 - 357,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. in Quezon City is seeking a Cyberwest Customer Care Specialist to handle inbound/outbound calls and online inquiries. The role focuses on resolving routine issues, meeting KPIs, and delivering courteous, professional service to customers.

You will be expected to understand client products, document interactions accurately, and participate in initiatives to improve customer satisfaction. Flexibility to rotate shifts is required.

Qualifications

• High school diploma with 3–6 months 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; able to be flexible and adapt 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; maintain a pleasant and professional tone.
• Ability to rotate shifts, as needed.
• Based on location and/or program, additional experience/skills may be required.

Responsibilities

• Interface with customers via inbound calls, outbound calls, or through the Internet depending on client requirements.
• Provide customer service support and resolution of routine problems regarding client's product or services.
• Meet contractual KPIs for service delivery.
• Clarify customer requirements and provide resolutions using decision-support tools.
• Greet customers courteously and professionally.
• Maintain basic knowledge of client products and services.
• Prepare complete and accurate work including appropriate account notation.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services when appropriate.
• Track, document and retrieve information in call tracking database.
• Refer inquiries to published materials, secondary sources, or more senior staff.

Skills

Customer service

Communication

Computer literacy

Attention to detail

Multi-tasking

Teamwork

Patience

Flexibility

Shift rotation

Education

High school diploma

Job description

Concentrix Experts Colombia S.A.S. in Quezon City is seeking a Cyberwest Customer Care Specialist to handle inbound/outbound calls and online inquiries. The role focuses on resolving routine issues, meeting KPIs, and delivering courteous, professional service to customers.

You will be expected to understand client products, document interactions accurately, and participate in initiatives to improve customer satisfaction. Flexibility to rotate shifts is required.