Position: CALL CENTER AGENT
Location: ILOILO CITY
Employment Status: FULL TIME
KEY RESPONSIBILITY AREAS (KRA)
• Handle both inbound and outbound calls
• Handle customer requests, complaints, billing inquiries and other related concerns with
the highest degree of courtesy and professionalism to resolve customer issues with one
call resolution
• Prepare complete and accurate work and update customer file
• Communicate effectively with individuals / team in the program to ensure high quality
and timely expedition of customer requests
• Effectively transfer misdirected customer requests to an appropriate party
• Demonstrate continued and consistent proficiency in most of the skill sets utilized within
the Call Center based on WorldSource practices and operations
• Communicate with customers using web-based tools and demonstrates the associated
proficiency and grammar
• May be assigned to work for another department depending on the business needs
• May be required to work in one or multiple queues or skill sets over various customer
contact channels
• Contribute ideas on ways to resolve problems to better serve the customer and/or
improve productivity
• Participate in activities designed to improve customer satisfaction and business performance
• Take payments and insurance information as needed and required by the client
• Ensure that good customer experience is delivered to callers and clients
• Need to meet or exceed minimum client expectations
• All other tasks and duties as assigned