Job description
Take your next step in customer experience with Concentrix, a global leader in CX solutions. We’re hiring a Customer Support Specialist to join the Telco account team in Makati City. In this role, you will be the first point of contact for customers seeking information, troubleshooting, and guidance on telecom services. You’ll work with cutting-edge tools and receive comprehensive training designed to help you grow your career in a fast-paced, collaborative environment. This position offers a competitive salary up to ₱27,000 per month, with opportunities for performance-based incentives and advancement.
What you’ll do is deliver outstanding service across multiple touchpoints. You will listen actively, resolve issues on first contact when possible, and explain plans, pricing, and promotions in clear terms. You’ll document interactions in our CRM, follow up on open cases, and collaborate with teammates to ensure speedy, accurate resolutions. Your goal is to help customers feel confident and valued while adhering to brand guidelines and compliance standards.
We equip you with modern technology and ongoing training—from product knowledge to soft skills—so you can confidently support telecom customers and grow within the organization. Concentrix offers a supportive team culture, career development opportunities, and a transparent path to higher-level roles within the customer experience domain.
Responsibility
- Handle inbound customer inquiries via phone, chat, or email with professionalism and empathy.
- Identify customer needs, troubleshoot issues, and provide accurate information on plans, pricing, and promotions.
- Document all interactions in the CRM system and follow up as needed to ensure resolution.
- Resolve issues on first contact when possible and escalate complex cases to the appropriate teams.
- Meet or exceed quality and productivity targets, including customer satisfaction and first contact resolution metrics.
- Promote relevant telecom products and services that fit customer needs while maintaining brand guidelines.
- Adhere to security, privacy, and compliance policies to protect customer information.
- Participate in ongoing training and team meetings to stay current with product knowledge and process updates.
Qualification
- High school diploma or equivalent; associate degree preferred.
- Excellent communication skills in English; Filipino language skills are a plus.
- Experience in customer service or call center roles is preferred.
- Strong problem-solving and active listening abilities.
- Ability to multitask, navigate multiple systems, and type efficiently.
- Proficient with CRM software and basic data entry.
- Willingness to work in shifts, including evenings, weekends, and holidays as needed.
- Positive attitude, resilience, and a customer-first mindset.