Call Center Agent

WorldSource - Iloilo; Iloilo City; On-site; PHP 400,000 - 600,000; Full time

Job summary

A customer service company in Iloilo City is seeking professionals to handle both inbound and outbound calls, ensuring high-quality customer issue resolution with a focus on confidentiality and compliance. Ideal candidates should possess strong communication skills and a commitment to customer service excellence. This role includes managing customer requests, complaints, and inquiries while maintaining professionalism. Competitive salary offered.

Qualifications

• Strong communication skills required for interacting with customers.
• Must possess professionalism and high work ethics.
• Attention to detail is necessary for handling customer requests and complaints.

Responsibilities

• Handles inbound and outbound calls.
• Resolves customer issues with one-call resolution.
• Prepares and updates customer files accurately.
• Transfers misdirected requests appropriately.

Skills

Good communication skills

Attention to detail

Professional work ethics

Customer service skills

Job description

KEY RESPONSIBILITY AREAS (KRA)

• Handles Both Inbound and Outbound Calls.
• Handles 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.
• Prepares complete and accurate work and update customer file.
• Communicates effectively with individuals /team in the program to ensure high quality and timely expedition of customer requests.
• Effectively transfers misdirected customer requests to an appropriate party.
• Demonstrates continued and consistent proficiency in most of the skill sets utilized within the Call Center based on WorldSource practices and operations.
• Communicates 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.
• Contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Participates in activities designed to improve customer satisfaction and business performance.
• Needs to meet or exceed minimum client expectations.

GENERAL RESPONSIBILITIES

• Ensures strict confidentiality of clients, patients, and financial records to comply with PHI, ePHI and HIPAA
• Review, acceptance, and understanding of workplace culture statement
• Responsible to comply with organization’s policies and procedures, adhere to Code of Conduct
• Ensures to complete the required compliance training modules and report any observations of non-compliance
• Other duties that may be assigned

KNOWLEDGE, SKILLS, and ABILITIES (KSAs)

• Good communication skills.
• Professional and has good work ethics.
• Must have attention to details.
• Must have a good customer service skills.