Job description
Concentrix is hiring a Retail Account Specialist to support SM City Cagayan de Oro shoppers, delivering exceptional customer experiences in a dynamic retail environment. This full-time role is ideal for service-minded professionals who thrive in fast-paced settings and enjoy helping customers find the right solutions. You will be the front-line ambassador for our brand, bridging customer needs with product knowledge and seamless service.
As a Retail Account Specialist, you will handle inquiries, process orders, resolve issues, and ensure accurate information is captured in our systems. You will have opportunities to upsell appropriate products and services while maintaining brand standards and privacy guidelines. This position offers a competitive monthly salary and attractive incentives including GCash prize rewards for top performers.
This opportunity supports growth within a global CX leader. You will work closely with store teams and cross-functional colleagues to ensure customer satisfaction from first contact to final resolution. The role is on-site in Cagayan de Oro, Philippines, fostering a collaborative environment that values empathy, efficiency, and initiative.
If you are passionate about helping customers, eager to develop a career in customer service, and meet the requirements below, we want to hear from you today.
Responsibility
- Serve as the primary customer-facing contact for the SM CDO retail account, delivering friendly, efficient service
- Handle inbound calls, chats, and store inquiries, providing accurate product information and policy guidance
- Assist customers with account setup, order placement, payments, returns, and exchanges while ensuring data accuracy
- Identify opportunities to upsell complementary products and services that meet customer needs
- Collaborate with store teams and internal departments to resolve issues promptly and follow up until resolution
- Maintain thorough documentation of customer interactions in the CRM system, ensuring privacy and compliance
- Meet or exceed performance metrics such as average handling time, customer satisfaction, and first-contact resolution
- Adhere to brand standards, privacy regulations, and company policies while delivering premium service
Qualification
- High school diploma or equivalent required; bachelor's degree preferred
- 1-2 years experience in customer service, call center, or retail support
- Excellent verbal and written communication in English; proficiency in Filipino is a plus
- Strong problem-solving skills with a customer-centric mindset
- Experience using CRM systems and basic data-entry skills
- Ability to multitask in a fast-paced environment and manage competing priorities
- Willingness to work on-site in Cagayan de Oro and adapt to flexible shifts