Customer Service Advisor

1 month ago

Davao City, Davao, Philippines Concentrix Full time
Job Title:

Customer Service Advisor - Alabang XTRA 2024

Job Description:

The role of Customer Support Associate I involves interacting with customers via inbound calls, outbound calls, or through the Internet based on client needs. The primary responsibility is to provide customer service support and address routine issues related to the client's products or services.

Essential Functions/Core Responsibilities:
  • Ensure service provided to customers aligns with contractual Key Performance Indicators (KPIs)
  • Clarify customer needs, use decision-support tools to offer solutions, and probe for understanding
  • Listen attentively to customer concerns, demonstrate empathy, and establish rapport
  • Greet customers professionally and courteously
  • Maintain knowledge of client products/services
  • Complete work accurately and maintain proper documentation
  • Participate in activities to boost customer satisfaction and business performance
  • Recommend additional products/services
  • Track and retrieve information in call tracking database
  • Handle customer inquiries by providing relevant resources
Candidate Profile:
  • High school diploma with preferable 3-6 months of relevant experience
  • Courteous with a strong focus on customer service
  • Proficient in computer navigation and PC usage
  • Effective written and verbal communication skills
  • Detail-oriented and dependable
  • Capable of multitasking and adapting quickly to changes
  • Ability to work independently and as part of a team
  • Exhibit patience and maintain professionalism in customer interactions
  • Willingness to work varied shifts as required
  • Additional experience/skills may be necessary based on program/location

Job requirements may differ by country and must comply with local regulations.

Career Framework Role:

Requires basic skill set to handle routine tasks in simple processes but lacks program/product-specific knowledge. Operates with supervision following defined procedures. Starting to grasp client terminology, standards, and procedures. Needs improvement in consistent performance levels.

Disclaimer:

This overview outlines the general nature of work carried out by individuals in this role. It does not encompass all responsibilities, duties, and skills required for this position.

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

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