Customer Service Advisor - Session Road 2025

Convergys; Mission (KS); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Customer Service Advisor, where you will engage with customers through calls and online interactions. In this role, you will provide essential support and resolve routine issues related to the client's products and services. You will be responsible for ensuring customer satisfaction by meeting Key Performance Indicators and demonstrating empathy in every interaction. This position offers an opportunity to develop your communication skills while working in a fast-paced environment. If you are dependable, detail-oriented, and enjoy helping others, this role is perfect for you.

Qualifications

• High school diploma with 3-6 months of relevant experience preferred.
• Strong customer service orientation and effective communication skills.

Responsibilities

• Ensure service meets contractual Key Performance Indicators (KPIs).
• Clarify customer requirements and provide resolutions.

Skills

Customer Service Orientation

Effective Communication

Attention to Detail

Multi-tasking

Empathy

Education

High School Diploma

Tools

Call Tracking Database

PC Knowledge

Job description

Customer Service Advisor - Session Road 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

1. Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
2. Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
3. Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
4. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
5. Maintain basic knowledge of client products and/or services
6. Prepare complete and accurate work including appropriately notating accounts as required
7. Participate in activities designed to improve customer satisfaction and business performance
8. Offer additional products and/or services
9. Track, document and retrieve information in call tracking database
10. Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

1. High school diploma with three to six months of relevant experience preferred
2. Courteous with strong customer service orientation
3. Strong computer navigation skills and PC Knowledge
4. Ability to effectively communicate, both written and verbally
5. Dependable with strong attention to detail
6. Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
7. Tolerance for repetitive work in a fast-paced, high production work environment
8. Ability to work as a team member, as well as independently
9. Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
10. Ability to rotate shifts, as needed
11. 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 Baguio City - Unit 304 JNL III Bldg, Session Rd

Time Type: Full time

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