Job description
Take your customer service talents to the next level with Concentrix, a global leader in customer experience solutions. This full-time Satellite Radio Account role is based at IT Park Cebu in Cebu City, Philippines, offering a competitive salary of ₱20,000–₱23,000 per month and a clear path for professional growth.
As a Satellite Radio Account Associate, you will be the frontline that helps customers enjoy uninterrupted listening and access to premium features. You will handle inbound inquiries, assist with account setup, explain billing, and guide customers through product options. You will troubleshoot basic technical issues, capture necessary details, and escalate complex cases to a higher tier when needed. You will maintain accurate customer records in our CRM, ensuring timely follow-ups and proactive communication.
We value empathy, clear communication, and a customer-first mindset. You’ll work within a supportive team that celebrates performance and offers ongoing product training. This role is ideal for passionate CS talents looking to start or advance a career in a dynamic BPO environment in Cebu.
Responsibility
- Handle inbound customer calls and chats for satellite radio accounts, delivering friendly, professional service.
- Provide accurate information on plans, features, and billing; guide customers through options and upsell when appropriate.
- Troubleshoot basic technical issues and document steps in the CRM; escalate complex cases to Tier 2 while preserving customer context.
- Maintain up-to-date customer records in the CRM with precise notes and timely follow-ups.
- Aim for first contact resolution and meet or exceed service level targets.
- Demonstrate empathy, active listening, and clear communication to resolve concerns effectively.
- Collaborate with teammates and supervisors to meet team goals and share best practices.
- Stay informed about product updates and promotions to provide accurate information and seamless service.
Qualification
- 6 months to 2 years of experience in customer service, call center, or tech support.
- Excellent English communication and strong phone presence; bilingual in Filipino a plus.
- Basic technical troubleshooting skills and comfort with common software and devices.
- Proficiency with CRM tools and accurate data entry (examples include Salesforce or Zendesk).
- High school graduate or equivalent; college level is a plus.
- Able to work in Cebu IT Park and willing to work rotating shifts including evenings or weekends.
- Positive attitude, reliability, and the ability to thrive in a fast paced environment.
- Customer-focused mindset with problem solving and change management skills.