Customer Concierge

Role: Customer Concierge

Employment Type: Full-Time Employment

Work Setup: 100% Onsite

Work Schedule: Night Shift (Following U.S. Pacific Time Zone)

Location: Eastwood, Libis, Quezon City

Salary Package: 30,000 to 40,000 PHP/Monthly

Job Description

The Customer Concierge will serve as a frontline support representative responsible for managing inbound customer interactions, performing client outreach, and supporting the Account Management team through administrative and operational tasks. This role is designed to enhance customer satisfaction, streamline workflows, and improve data accuracy across key client accounts.

Duties and Responsibilities::

1. Inbound Call Handling

2. Manage all incoming customer calls professionally and efficiently.

3. Process routine orders or requests received via phone.

4. Route calls and inquiries to the appropriate team or department when needed.

5. Voice of the Customer (VOC) & Survey Follow-Up

6. Conduct NPS (Net Promoter Score) and CSAT (Customer Satisfaction) survey outreach.

7. Ensure timely follow-up with customers to increase survey participation.
8. Help improve response rates from 6% to 12% within six months.

9. Document and report VOC insights to support continuous improvement.

10. Small Client Management

11. Serve as a point of contact for smaller client accounts.

12. Perform periodic check-ins to maintain strong client relationships.

13. Address minor issues, concerns, and service needs promptly.

14. Administrative & Account Management Support

Offload low-value, time-consuming tasks from the Account Management team, such as:

• SBR (Strategic Business Review) preparation.
• Data hygiene and maintenance in the CRM.
• Quoting support and renewals processing.
• Assisting with shipping coordination and follow-ups.

• Invoicing, billing support, and collections assistance.

• Tools & System Access

• Utilize client-approved quoting tools for pricing and proposal preparation.

• Maintain accurate and updated records within the CRM and other client tools.

Job Requirements:

• At least College level
• At least 4+ years work experience in a BPO Setting.
• Hands-on experience with managing service desks—ConnectWise Managed and Sell).
• Excellent communication and interpersonal skills.
• Experience in customer service, client support, or administrative roles.
• Strong problem-solving abilities and customer service orientation.
• Familiarity with CRM and quoting tools is an advantage.
• Willingness to learn and support various administrative functions.
• Ability to handle high-pressure situations and multitask effectively.

About Intelassist

Established in 2007, Intelassist is a remote staffing organization that originated from a collaboration between US-based industry professionals and an experienced operational team in Manila, Philippines. Our US team brings over 20 years of experience in engineering, manufacturing, IT, finance, and high-level operations, while our Manila-based team offers over 15 years of experience in delivering exceptional support to global enterprises.

Our coast-to-coast US offices, in collaboration with our dedicated employees in the Philippines, enable us to deliver results to clients in various markets and for a wide range of roles. With over 15 years of experience in the BPO industry, Intelassist places a strong emphasis on organizational resilience and social stewardship to foster lasting, meaningful partnerships within our team and with our clients.

At the core of our business lie our people. Our ability to recruit, train, and, most importantly, retain exceptional team members is not only what enables Intelassist to attract the region's finest talent but also what bestows stability upon our clients through reduced turnover and tangible outcomes.

With a workforce of slightly over 1,000 employees, we strike a balance – substantial enough to possess profound insight into the Business Process Outsourcing (BPO) industry, yet intimate enough to maintain the family-like, high-energy work atmosphere that our candidates seek.

At Intelassist, we specialize in sourcing, training, and retaining top-tier talent, each exclusively dedicated to meeting our clients' unique needs. Our proven track record and local presence ensure that Intelassist clients enjoy increased productivity, reduced staff turnover, and significant cost savings.

WHY INTELASSIST?

We grow together. We value your effort. We aim to empower you.

Job Type: Full-time

Pay: Php30, Php40,000.00 per month

Benefits:

• Health insurance

Work Location: In person