BPO Customer Care Agent

Exasoft Zentact Solutions Philippines Corporation; Quezon City; On-site; PHP 223,000 - 335,000; Full time

Job summary

Exasoft Zentact Solutions Philippines Corporation is seeking a BPO Helpdesk Customer Support specialist to assist healthcare and insurance clients via phone and chat onsite in Eastwood, Quezon City.

You will handle crises, document calls in CRM, follow escalation protocols, and maintain confidentiality while delivering empathetic, professional service. The role requires strong communication, a customer-first mindset, and the ability to work in rotating 24/7 shifts.

Qualifications

• Bachelor's degree or relevant post-secondary education is an advantage.
• Previous experience in a call center, customer service, help desk, emergency hotline, healthcare support, employee assistance, or similar environment.
• Excellent verbal communication and active listening skills.
• Strong customer service orientation with the ability to demonstrate empathy while maintaining professional boundaries.

Responsibilities

• Handle inbound calls related to crises, emergencies, and safety concerns.
• Communicate professionally and empathetically while actively listening to callers.
• Assess call urgency and follow established scripts and crisis response protocols.
• Document calls, incidents, actions, and escalations accurately in the CRM system.
• Maintain clear case records and ensure proper handovers for follow-up.
• Follow escalation protocols for critical and high-risk situations.
• Coordinate with supervisors, emergency services, and relevant support teams.
• Maintain updated crisis resources and ensure timely communication with stakeholders.
• Follow call handling procedures, SOPs, and SLAs.
• Maintain caller confidentiality and data security.

Skills

Verbal communication

Active listening

Empathy

Customer service

Education

Bachelor's degree or relevant post-secondary education

Job description

Job Title: BPO Helpdesk Customer Support (Healthcare / Insurance)

Location: Eastwood, Quezon City, Metro Manila, Philippines (Onsite)
Shift: rotating shifts- supporting - 24/7

Qualifications

• Bachelor's degree or relevant post-secondary education is an advantage.

• Previous experience in a call center, customer service, help desk, emergency hotline, healthcare support, employee assistance, or similar environment is preferred.

• Excellent verbal communication and active listening skills.

• Strong customer service orientation with the ability to demonstrate empathy while maintaining professional boundaries.

Key Responsibilities

Call Handling and Crisis Support

• Handle inbound calls related to crises, emergencies, and safety concerns.

• Communicate professionally and empathetically while actively listening to callers.

• Assess call urgency and follow established scripts and crisis response protocols.

Incident Documentation and Case Management

• Document calls, incidents, actions, and escalations accurately in the CRM system.

• Maintain clear case records and ensure proper handovers for follow-up.

Escalation and Coordination

• Follow escalation protocols for critical and high-risk situations.

• Coordinate with supervisors, emergency services, and relevant support teams.

• Maintain updated crisis resources and ensure timely communication with stakeholders.

Quality, Compliance, and Confidentiality

• Follow call handling procedures, SOPs, and SLAs.

• Maintain caller confidentiality and data security.