San Lazaro iRecruit Engage 2025

cnx; Manila; On-site; PHP 201,000 - 268,000; Full time

Job summary

cnx is seeking a Customer Support Associate I in Manila to interface with customers via inbound/outbound calls or online channels. You will provide customer service, resolve routine issues, and strive to meet contractual KPIs while maintaining professionalism.

The role requires strong communication, computer skills, and a courteous, empathetic approach. You may rotate shifts and contribute to customer satisfaction and business performance.

Qualifications

• High school diploma or equivalent with 3–6 months relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate clearly in writing and speaking.
• Detail-oriented and dependable.
• Ability to multi-task in a fast-paced environment.
• Team player who can also work independently.
• Patience in all customer interactions; maintain a pleasant and professional tone.

Responsibilities

• Meet contractual KPIs for service delivered to customers.
• Clarify customer requirements and provide appropriate resolutions.
• Listen to customer needs and build rapport with empathy.
• Greet customers in a courteous, 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 business performance.
• Offer additional products and/or services.
• Track and retrieve information in call tracking database.
• Respond to inquiries using published materials or escalation as needed.

Skills

Customer service

Computer navigation

Communication skills

Attention to detail

Teamwork

Multitasking

Patience

Adaptability

Education

High school diploma

Job description

Job Title

San Lazaro 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 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.

#LI-DNI

Location:

PHL Manila - San Lazaro

Language Requirements:

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to Job Applicant Privacy Notice for California Residents