Call Center Content Architect

Software Ventures International; Pasig; On-site; PHP 335,000 - 580,000; Full time

Job summary

Software Ventures International is seeking a Content Specialist to develop and optimize customer service scripts and call flows for automated and assisted call center operations. The role focuses on transforming SOPs, FAQs, business rules, and customer scenarios into clear, natural conversations.

You will create and maintain scripts, IVR content, and escalation paths, convert SOPs into flows, and monitor content performance to drive improvements in customer experience and resolution

Qualifications

• Bachelor's degree in Communications, Business Management or related field.
• Atleast a year of relevant experience.
• Strong understanding of customer service processes, issue resolution, and escalation management.

Responsibilities

• Create and maintain customer service scripts, call flows, IVR content, decision trees, and escalation paths.
• Convert SOPs, FAQs, and business rules into customer-friendly conversation flows.
• Design responses for clarifications, interruptions, confirmations, and unresolved concerns.
• Identify scenarios requiring escalation to live agents or support teams.
• Monitor content performance and recommend improvements based on customer experience.

Skills

Content scripting

IVR content

Call center scripts

Escalation management

Customer service processes

Education

Bachelor's degree in Communications, Business Management or related field

Job description

Software Ventures International is seeking a Content Specialist to develop and optimize customer service scripts and call flows for automated and assisted call center operations. The role focuses on transforming SOPs, FAQs, business rules, and customer scenarios into clear, natural conversations.

You will create and maintain scripts, IVR content, and escalation paths, convert SOPs into flows, and monitor content performance to drive improvements in customer experience and resolution