WAH Customer Care Specialist iRecruit Engage 2027

Concentrix Philippines; Quezon City; Remote; PHP 156,000 - 234,000; Full time

Job summary

Concentrix Philippines is seeking a WAH Customer Care Specialist to handle inbound/outbound calls and online inquiries from a home-based setting in the Philippines. You will deliver courteous, efficient customer service, resolve routine issues, and maintain accurate account notes while meeting KPIs.

The role requires a high school diploma and strong written and verbal communication, with the ability to adapt to a fast-paced environment and work independently or as part of a team.

Qualifications

• High school diploma required or equivalent.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and the ability to communicate effectively both in writing and verbally.
• Patient and capable of working in a fast-paced, repetitive environment.

Responsibilities

• Interface with customers via inbound/outbound calls or online channels.
• Resolve routine problems and provide product/service guidance.
• Maintain knowledge of client products and services and record interactions accurately.
• Meet contractual KPIs and participate in initiatives to improve customer satisfaction.

Skills

Customer service

Written & verbal communication

PC navigation

Teamwork

Detail orientation

Education

High school diploma

Job description

Job Title: WAHCustomer Care Specialist iRecruitEngage 2027

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.

Location: PHL NCR QC Work-at-Home

Language Requirements:

Time Type: Full time