Inbound Call Center Agent
$22,000–$28,000 year
On-siteAngeles City, Central Luzon, Philippines
Job Summary
Handle inbound and outbound calls to resolve technical support issues, process customer claims, and identify upsell opportunities while ensuring first-call resolution. Research systems to locate missing information, coordinate with departments for complex issues, and escalate unresolved matters to managers. Lead fact-finding discussions to determine optimal solutions for customers, utilizing knowledge base training and required scripts to answer inquiries accurately. Adhere to all confidentiality policies, attend mandatory training sessions, and maintain punctuality within the specified work schedule.
Required Qualifications
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of the Windows operating system
- Highly reliable with the ability to maintain regular attendance and punctuality
- The ability to evaluate, troubleshoot, and follow up on customer issues
- An aptitude for conflict resolution, problem-solving, and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
Desired Qualifications
- One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
- State or Federal work experience
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