Job Title
Customer Service Advisor – Creative & Design 2026
Job Description
The position is the initial contact for consumer conversations, feedback, and issue resolution, and records case information and data across multiple channels. This involves troubleshooting, researching solutions, and providing resolutions to Level 1 consumer problems. The Agent ensures proper consumer handling and escalation procedures while performing assigned functions according to process and standardized policies and procedures. The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis. The agent will work an assigned shift, which may have varying start times.
•Answers and responds to inbound calls, returns calls from emails, website queries using documented procedures, available tools and supplied script(s) to assess consumers' support needs and handle/route accordingly to the satisfaction of the consumer
•Verifies all contact information
•Creates cases within supplied Customer Relationship Management (CRM) system
•Documents problem definition
•Documents and logs all contacts and actions into CRM as specified in guidelines
•Includes all appropriate case data (soft and hard copies) i.e. CRM survey responses based on reason codes, email, photos, CSAT surveys emailed to consumer post resolution, etc.
•Provides help and clear direction to consumers on follow-up actions to be taken for resolution
•Escalates to internal and external persons in accordance with process direction i.e. to Escalation owner on team, Fulfillment and client when appropriate
•Provides customers with follow-up action to be taken and documents in CRM
•Remains knowledgeable of performance requirements, brands/product and process documentation
•Maintains awareness of and compliance with all Concentrix personnel policies
•Achieves specified performance goals and knowledge of all tools used in the process
•Additional responsibilities as required i.e. reporting, reporting unresolved issues, handling of hang-ups, etc.
Location
PHL Quezon City - Tera Tower 20th Floor
Time Type
Full time
