Customer Service Advisor – Creative & Design 2026

Additional responsibilities as required i.e. reporting, reporting unresolved issues, handling of hang-ups, etc. #LI-DNI Location: PHL Quezon City - Tera Tower 20th Floor Language Requirements: Time Type: Full time

Responsibilities

• Customer Service Advisor – Creative & Design 2026 Job Description The position is the initial contact for consumer conversations feedback, issue resolution, 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 call 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

• (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