CALL CENTER AGENT

Salary not specified

QUALFON PHIL. INC.
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CEBU CITY (CAPITAL), CEBU
Educ level not specified
Permanent

Job Description

Posted on 13 May 2025
Main Objectives and Duties:

1. Call Handling.
  • Resolves product or service problems by accurately understanding the customer’s issue.
  • Determine the cause of the problem, select the best solution to the problem, and explain to the customer the resolution
  • Answer product and/or service questions or concerns
  • Troubleshoot technical issues using all available tools
  • Process customer orders and purchase products and services
  • Escalate to appropriate departments to expedite resolution of customer’s issue
  • Provide exceptional customer service experience
2. Complete Documentation.
  • Create or update customer information in the client database during and after each call
  • Create accurate records of every customer transaction or interaction accurately, timely, and professionally.
  • Update customer information following the established client guidelines
  • Comply with client and PCI guidelines in handling customer information
3. Adherence to established internal and client guidelines.
  • Maintain a high level of professionalism when dealing with customers and clients
  • Establish a positive relationship with every customer
  • Follow established weekly work schedules
  • Provide timely feedback to noticeable patterns of customer concerns
4. Career Path and other account training.
  • Attend upskill training to enhance skills applicable to tier level
  • Attend scheduled bucket training to stay updated on product & service information including technical troubleshooting procedures
  • Be receptive to any changes in company and client policies
5. Performance Results (Minimum of 70%).
  • Adheres to operation/tier level performance goals
  • Meets minimum goal of 70% on a performance scorecard
  • Adheres to client Zero Tolerance Policy (ZTP)
  • Zero client audits

Qualifications/Requirements

Our company is Qualfon. Currently, we are hiring full-time Call Center Agents for our current US Voice Account (OFFICE-BASED).
Our minimum qualifications are as follows:

  • Able to provide proof of highest educational attainment
  • Amenable to work onsite on rotating/shifting schedules
  • Amenable to work in graveyard shifts
  • Be willing to work exclusively for Qualfon Philippines and comply with company policies throughout their employment
  • Good verbal and written communication skills
  • Basic knowledge in computer navigation
  • Can start AS SOON AS POSSIBLE

WORK LOCATION: Skyrise 3A Bldg., Cebu IT Park, Apas, Cebu City

Work location

CEBU CITY (CAPITAL), CEBU

Remarks

No additional remarks

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About the company

Qualfon is a mission-driven company and a global provider of contact center services, integrated marketing solutions and back-office processing. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1995, Qualfon has approximately 14,00...

Industry

EXTRA-TERRITORIAL ORGANIZATIONS AND BODIES; TRANSPORT, STORAGE AND COMMUNICATION

Employment size

200 and over (Large)

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