Job description
Join Concentrix in Cebu City as a Streaming Customer Service Representative. This full-time role supports viewers of streaming services with timely, accurate assistance and a commitment to outstanding customer experience. You will act as a frontline contact for inquiries related to streaming playback, account access, subscriptions, billing, and platform features, ensuring every interaction leaves a positive impression.
In this position, you will handle inquiries via voice, chat, and email with professionalism and empathy. You will troubleshoot playback issues, guide customers through steps to resolve buffering, login challenges, payment questions, and feature usage. You will monitor service levels, respond promptly, and escalate complex cases to subject-matter experts when needed. You will document interactions in the CRM, update statuses, and contribute to a growing knowledge base to improve self-service for customers.
What we offer: competitive salary, comprehensive training, career growth opportunities, a supportive team, and a positive, inclusive work environment in Cebu City. This role offers a monthly salary of ₱20,000–₱22,000, along with ongoing coaching and development as part of Concentrix’s global customer experience team.
Work arrangements: This is a full-time position with shift-based schedules aligned to peak streaming hours. Flexibility to work evenings, weekends, or holidays may be required to maintain service levels. We provide extensive training and opportunities to advance into senior roles within Cebu operations.
Responsibility
- Provide frontline customer support for streaming viewers via chat, phone, and email.
- Troubleshoot playback issues, account access, billing questions, and subscription management.
- Guide customers through self-help steps and product features to maximize streaming experience.
- Document interactions in the CRM, monitor case statuses, and ensure timely follow-up.
- Escalate complex issues to technical or billing teams with clear context and urgency.
- Maintain high quality service levels and adhere to privacy and security guidelines.
- Collaborate with cross-functional teams to share insights and improve the knowledge base.
Qualification
- High school diploma required; bachelor’s degree preferred.
- 1–2 years of customer service, contact center, or streaming support experience.
- Excellent written and verbal English communication; Filipino language skills are a plus.
- Proficiency with CRM systems and basic computer troubleshooting.
- Strong problem-solving, multitasking, and time-management abilities.
- Positive attitude, resilience, and a customer-centric mindset.
- Willingness to work in a shift-based schedule, including evenings and weekends.