Job description
Join Concentrix, a global leader in customer experience, as a Taguig-based Non-Voice Customer Service Representative. This role focuses on delivering exceptional chat and email support to our valued customers, resolving inquiries with accuracy, empathy, and speed.
In this full-time position, you will communicate with customers primarily through text-based channels, guiding them to solutions, updating account details, and documenting interactions in our CRM. You will work with a supportive team and receive thorough training designed to help you excel in a dynamic, fast-paced environment. Our compensation is competitive, with a monthly salary of up to ₱23,000, plus opportunities for performance-based rewards and career growth within Concentrix.
Why join us? Concentrix is known for its people-first culture, commitment to professional development, and focus on delivering outstanding customer experiences across channels. If you are detail-oriented, enjoy writing, and can maintain composure while multitasking, this is a great role to start or advance your customer service career in the Philippines.
What you will do includes handling real-time chat and email conversations, resolving issues by clarifying details and researching solutions, and maintaining accurate customer records. You will collaborate with teammates to meet service levels, contribute to a positive customer experience, and help keep our knowledge base up to date with effective solutions.
Responsibility
- Respond to customer inquiries via chat and email in a timely, friendly, and accurate manner.
- Resolve product or service issues by clarifying details, researching problems, and guiding customers to a resolution.
- Update customer records accurately in the CRM and ensure data integrity.
- Maintain high levels of customer satisfaction by following standard procedures and service levels.
- Handle multiple chats concurrently while maintaining quality and response speed.
- Escalate complex or unresolved issues to the appropriate teams and monitor progress until resolution.
- Collaborate with team members to meet performance targets and share knowledge to improve the knowledge base.
- Identify opportunities to improve processes and customer experience through feedback and data insights.
Qualification
- At least 6 months of experience in customer service, preferably in non-voice or chat support.
- Excellent written and verbal English communication; proficiency in Filipino is a plus.
- Strong typing and data-entry skills; comfortable using CRM systems and chat/email platforms.
- Ability to multitask and manage time effectively in a fast-paced environment.
- High school diploma or equivalent; college degree is a plus for advancement.
- Demonstrates resilience, empathy, and a customer-first mindset with a positive attitude.
- Willingness to work in Taguig and adapt to shift requirements if needed.
- Ability to learn quickly and adapt to evolving processes and tools.