Call Center Agent (Open for All) Virtual Process | Sep 29 CLASS

YWA HUMAN RESOURCE CORPORATION; Lapu-Lapu; On-site; PHP 201,000 - 312,000; Full time

Job summary

YWA HUMAN RESOURCE CORPORATION is seeking a dedicated Call Center Agent for our Bankal, Lapu-Lapu City operations in Cebu. This full-time role involves handling customer inquiries across channels, delivering accurate product information, and resolving issues with empathy to ensure high satisfaction.

You will document interactions, adhere to quality standards, and work with the team to achieve targets. Evening and weekend shifts may be required, with a focus on reliable attendance and

Qualifications

• High school diploma or equivalent
• Excellent verbal and written communication in English with clear pronunciation and professional tone
• Strong listening abilities and the ability to empathise with customers
• Proficiency with computer systems and navigating multiple software applications
• Patience and composure when handling escalated situations
• Ability to multitask with accuracy and attention to detail
• Strong work ethic, reliability and attendance
• Willingness to work flexible shift schedules including evenings and weekends
• Previous customer service or call centre experience is advantageous
• Enthusiastic attitude and desire to help customers and contribute to team success

Responsibilities

• Answer incoming customer calls professionally and promptly
• Provide accurate information about products and services
• Resolve customer complaints with empathy and swift resolutions
• Document customer interactions in the system
• Follow policies and quality assurance standards
• Identify opportunities to upsell or cross-sell products and services
• Collaborate with team and supervisors to meet targets
• Participate in ongoing training and product knowledge development
• Meet performance metrics such as call handling time and first-contact resolution

Skills

Verbal English

Written English

Listening

Computer skills

Multitasking

Reliability

Flexible shifts

Customer service experience

Education

High school diploma

Tools

CRM software

Job description

About the role

YWA HUMAN RESOURCE CORPORATION is seeking enthusiastic and customer-focused Call Center Agents to join our virtual process team. This is a full-time position based in Bankal, Lapu-Lapu City, Cebu, offering an excellent opportunity for individuals eager to build a career in customer service. As a Call Center Agent, you will be the voice of our company, delivering exceptional service to customers whilst handling inquiries, resolving issues and providing support across various channels. This role is open to all candidates and represents a gateway into a dynamic customer service environment where your communication skills and dedication will be valued and rewarded.

Key responsibilities

• Answer incoming customer calls in a professional and courteous manner, responding to inquiries and requests promptly

• Provide accurate information about products and services, assisting customers in making informed decisions

• Handle customer complaints and concerns with empathy, working towards swift and satisfactory resolutions

• Document customer interactions comprehensively, ensuring all relevant information is recorded in the system

• Follow company policies and procedures whilst maintaining compliance with quality assurance standards

• Identify opportunities to upsell or cross-sell products and services where appropriate

• Collaborate with team members and supervisors to achieve departmental targets and goals

• Participate in ongoing training and development programmes to enhance skills and product knowledge

• Meet performance metrics including call handling time, customer satisfaction ratings and first-call resolution targets

What we're looking for

• High school diploma, vocational qualification or equivalent educational background

• Excellent verbal and written communication skills in English, with clear pronunciation and professional tone

• Strong listening abilities and the capacity to empathise with customer concerns

• Proficiency with computer systems, keyboard skills and ability to navigate multiple software applications

• Patience and composure when handling difficult or escalated situations

• Ability to multitask effectively whilst maintaining accuracy and attention to detail

• Strong work ethic with reliability and consistent attendance

• Willingness to work flexible shift schedules, including evening and weekend hours as required

• Previous customer service or call centre experience is advantageous but not essential

• Enthusiastic attitude with a genuine desire to help customers and contribute to team success

What we offer

YWA HUMAN RESOURCE CORPORATION is committed to supporting the professional development and wellbeing of our team members. We offer competitive compensation packages, opportunities for skills enhancement through comprehensive training programmes, and clear pathways for career advancement within our organisation. Our supportive work environment fosters collaboration and recognises individual contributions. We provide a range of employee benefits designed to promote work-life balance and job satisfaction. As part of our commitment to inclusivity, we welcome applications from candidates of all backgrounds and are happy to discuss any reasonable adjustments or support you may require during the recruitment process or in your role.

About us

YWA HUMAN RESOURCE CORPORATION is a dedicated human resources solutions provider committed to connecting talented individuals with meaningful employment opportunities. With a focus on customer service excellence, we specialise in building high-performing teams for our clients across various industries. Our mission is to foster a culture of professionalism, integrity and continuous improvement, ensuring that both our employees and clients achieve their objectives. We pride ourselves on our supportive approach to recruitment and employee development, believing that investing in our people drives success across all our endeavours.