Reporting Analyst

Concentrix CVG Philippines, Inc.; Taguig; On-site; PHP 250,000 - 420,000; Full time

Job summary

Concentrix CVG Philippines, Inc. in Metro Manila, Fort Bonifacio, is seeking a Reporting Analyst. The Advisor I, Email Support role interfaces with customers via emails and calls to resolve routine product/service issues.

You will handle inbound/outbound communications, document interactions, and work to improve customer satisfaction. The role requires a high school diploma with 3–6 months of related experience and strong communication skills.

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 communicate clearly, both written and verbal.
• Reliable with attention to detail and teamwork.

Responsibilities

• Meet contractual KPIs while delivering quality service.
• Clarify customer requirements and provide resolution using available tools.
• Listen attentively and build rapport with customers.
• Greet customers in courteous and professional manner.
• Maintain knowledge of client products and services.
• Prepare complete and accurate work and document accounts.
• Participate in activities to improve customer satisfaction and performance.
• Offer additional products or services when appropriate.
• Track and retrieve information in call tracking database.
• Respond to inquiries using published materials or escalation when needed.

Skills

Customer service

Communication

Attention to detail

Multitasking

Team work

Computer literacy

Education

High school diploma

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

PHL: 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

Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.