Talent Connect - UPA 2025

cnx; Quezon City; On-site; PHP 167,000 - 279,000; Full time

Job summary

cnx is seeking a Customer Support Associate I to handle customer inquiries via calls and online channels, ensuring resolutions align with client KPIs. The role emphasizes courtesy, empathy, and accurate documentation while leveraging product knowledge to resolve routine issues.

The position requires a high school diploma with 3–6 months of relevant experience, strong communication skills, and the ability to multitask in a fast-paced environment. Training is provided.

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.
• Dependable with strong attention to detail.
• Skilled in multi-tasking and adaptable to change.
• Tolerance for repetitive work in a fast-paced environment.
• Ability to work as a team member, or independently.
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone.

Responsibilities

• Interface with customers via inbound/outbound calls or online when required.
• Meet contractual KPIs and deliver quality customer service solutions.
• Clarify requirements and provide appropriate resolutions using available tools.
• Greet customers courteously and maintain a professional tone.
• Maintain knowledge of client products/services.
• Prepare accurate records and document interactions in the system.
• Participate in activities to improve customer satisfaction and business performance.
• Suggest additional products or services when appropriate.
• Document interactions and route to senior staff when needed.

Skills

Customer service

Communication

Computer literacy

Attention to detail

Multi-tasking

Teamwork

Patience

Independent work

Education

High school diploma

Job description

Job Title: Talent Connect - UPA 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 neededBased 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.

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Location: PHL Quezon City - UP Ayala TechnoHub Bldg F, Grd & 3rd Flr

Language Requirements:

Time Type: Full time

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