Reporting Analyst

Concentrix Philippines; Taguig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Concentrix Philippines is hiring a Reporting Analyst to handle inbound/outbound emails and calls, delivering customer service and resolving routine issues. The role emphasizes empathy, accuracy, and teamwork in a fast-paced environment.

Responsibilities include meeting KPIs, documenting interactions, and guiding customers to solutions while offering relevant products or services. English language proficiency required.

Qualifications

• Minimum of two years of college education.
• Ability to think clearly and explain issues effectively, both written and verbally.
• No prior call center experience required.

Responsibilities

• Ensure service delivered to customers meets contractual KPIs.
• Clarify customer requirements; probe for understanding; provide resolution.
• Listen attentively and build rapport with customers.
• 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 when appropriate.
• Track, document and retrieve information in call tracking database.
• Respond to inquiries by referring to published materials or senior staff.

Skills

Customer service orientation

Written communication

Verbal communication

Multi-tasking

Attention to detail

Teamwork

Empathy

Problem solving

PC navigation

Education

Two years of college education

Job description

Job Title:

Reporting Analyst

Job Description

The Advisor I, Email Support position interfaces with customers via inbound emails, outbound emails/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.

Supplemental Geographical Information

PHILIPPINES

• Minimum of two years of college education. No prior call center experience is required
• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA

• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

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 Fort Bonifacio - Uptown Mall

Language Requirements:

English

Time Type:

Full time