CALL CENTER AGENT

Salary not specified

DUMAGUETE CITY (CAPITAL), NEGROS ORIENTAL
HIGH SCHOOL GRADUATE
Permanent

Job Description

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:
• Can work full time
• Can work night shift & shifting schedules
• At least High School (old curriculum) / Senior High School / ALS Graduate
• 18 years old and above
• NO EXPERIENCE REQUIRED!
• Knowledgeable and skillful in basic English
• Can start AS SOON AS POSSIBLE

Work location

DUMAGUETE CITY (CAPITAL), NEGROS ORIENTAL

Remarks

No additional remarks

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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