Customer Concierge Specialist (US Based Client)

Employment Type: Full-Time Employment Work Setup: Onsite onboarding for a two to four weeks, followed by a transition to a remote setup. Work Schedule: Night Shift (Following U.S. Eastern Time Zone) Location: Eastwood, Libis, Quezon City Salary Package: Up to 80,000 PHP/Monthly Position Overview: We are seeking a highly organized, customer-focused Customer Service Representative to support our expanding operations. This role is responsible for answering inbound calls, assisting customers with inquiries, and ensuring an exceptional service experience. The ideal candidate excels in communication, demonstrates strong organizational skills, and is experienced in working within KPI-driven environments, including NPS and CSAT performance metrics. This position also includes follow-up support related to customer feedback, as well as operational and account management assistance. Responsibilities: Customer Interaction & Call Handling Answer and manage inbound customer calls promptly, professionally, and courteously. Provide accurate information, resolve customer issues, or direct calls to the appropriate department. Maintain a customer-first approach and ensure a positive experience in every interaction. Service Quality, Communication & Documentation Communicate clearly and effectively with customers, team members, and internal departments. Document customer interactions, issues, and resolutions accurately within the CRM system. Follow escalation protocols for complex or high-priority customer concerns. NPS & CSAT Follow-Up Assist with follow-up actions related to NPS and CSAT results, including contacting customers to gather additional feedback or clarify concerns. Work with internal teams to ensure customer feedback is addressed and improvement actions are tracked. Support initiatives designed to enhance overall customer satisfaction and loyalty. Organizational Excellence & Administrative Support Maintain accurate records and ensure up-to-date customer information across systems. Manage multiple tasks and workflows with strong attention to detail. Support operational tasks as needed, including internal coordination, documentation, and process alignment. Operational & Account Management Support Assist account managers with routine administrative and operational tasks. Support activities such as account updates, reporting, follow-ups, scheduling, and task coordination. Contribute to seamless communication and collaboration between customer service, operations, and account management teams. KPI Tracking & Performance Adhere to established KPIs, including call-handling metrics, productivity benchmarks, NPS, and CSAT goals. Participate in coaching, performance reviews, and continuous improvement initiatives. Maintain high quality assurance standards and contribute to a performance-driven Job Requirements: Prior customer service, call center, or client-facing experience preferred. Excellent verbal and written communication skills. Strong organizational abilities with the capacity to manage multiple priorities. Experience working with KPI measures, specifically NPS and CSAT, is highly preferred. Familiarity with CRM platforms (HubSpot) and call-handling tools is a plus. A customer-centric mindset, with strong problem-solving and follow-through skills. What We’re Looking For: A proactive, empathetic, and solutions-oriented team member Someone who thrives in a fast-paced, customer-focused environment A candidate comfortable working with performance metrics and continuous improvement An individual who brings professionalism, clarity, and consistency to every customer interaction WHY INTELASSIST? We grow together. We value your effort. We aim to empower you.