Inbound/Outbound Agents
$21,000–$21,000 year
On-siteSan Fernando, Central Luzon, Philippines
Job Summary
Receive inbound and outbound calls in a courteous, timely, and professional manner, listening to understand customer needs and resolving concerns through effective call handling. Research systems to find missing information and coordinate with other departments to resolve issues, ensuring first call resolution. Utilize knowledge base and training to accurately answer requests, while following required scripts, policies, and procedures. Appropriately escalate customer concerns with the managerial team and comply with requirements surrounding confidential information. Attend meetings and training to stay up to date on changes to program knowledge, systems, and processes.
Required Qualifications
- Must be 18 years of age or older
- High school diploma or equivalent
- The ability to read and speak fluent English
- 6 months voice, email, and chat support call center experience handling US accounts
- Excellent organizational, written, and oral communication skills
- Familiarity with a computer, Windows PC applications and ability to learn new and complex computer system applications
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- The ability to type swiftly and accurately (40+ words a minute with 95% accuracy)
- Grammar Assessment passing score > 85%
- Excellent comprehension skills score > 90%
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- An aptitude for conflict resolution, problem solving and negotiation
- 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
- Highly reliable with the ability to maintain regular attendance and punctuality
- Flexibility to work in shifts, including weekends and holidays
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Knowledge of CRM platforms will be advantageous
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
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