Call Center (CSR Pioneer Acc) Virtual Application Only

YWA HUMAN RESOURCE CORPORATION; Quezon City; On-site; PHP 279,000 - 502,000; Full time

Job summary

YWA Human Resource Corporation seeks a Call Center Customer Service Representative (CSR Pioneer Account) in Quezon City, Metro Manila. This full-time role handles customer inquiries, delivers product and service guidance, and processes requests with accuracy and efficiency.

You will document interactions, identify needs, and resolve issues with empathy, aiming to meet performance targets in a high-volume call centre. Training and development are provided.

Qualifications

• High school diploma or equivalent qualification at minimum.
• Experience in a customer service or call centre environment preferred.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities with a customer focus.
• Ability to multitask and manage multiple calls while maintaining quality.
• Proficiency in using computer systems and call centre software.
• Patience, empathy and a genuine desire to help customers resolve issues.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong attendance and punctuality; reliable for scheduled shifts.
• Flexibility to work various shifts, including weekends and holidays.
• Pleasant telephone manner and professional demeanour.

Responsibilities

• Answer incoming calls promptly and professionally.
• Provide accurate information about products and services.
• Process customer requests, transactions and orders accurately.
• Document customer interactions for quality assurance.
• Identify customer needs and suggest suitable solutions.
• Handle complaints with empathy and swift resolution.
• Meet or exceed performance targets for call handling time and CSAT.
• Collaborate with team members and supervisors for consistent service.
• Adhere to company policies and compliance requirements.
• Participate in training to enhance product knowledge and skills.

Skills

Verbal and written communication

Listening and problem-solving

Multitasking

Computer systems proficiency

Call centre software

Patience and empathy

Fast-paced environment adaptability

Attendance and punctuality

Shift flexibility

Telephone etiquette

Education

High school diploma or equivalent

Tools

Call centre software

Job description

About the role

We are seeking a Call Center Customer Service Representative (CSR Pioneer Account) to join the dynamic team at YWA Human Resource Corporation. This is a full-time position based in Quezon City, Metro Manila, offering an exciting opportunity to deliver exceptional customer service in a fast-paced call centre environment. As a CSR Pioneer Account specialist, you will be at the forefront of customer interactions, handling inquiries and providing solutions that drive customer satisfaction and loyalty. This role is integral to our commitment to delivering outstanding service excellence across our operations.

Key responsibilities

• Answer incoming calls promptly and professionally, addressing customer inquiries and concerns with efficiency and courtesy

• Provide accurate information about products and services, ensuring customers receive comprehensive and helpful guidance

• Process customer requests, transactions, and orders accurately and within established timeframes

• Document all customer interactions in the system, maintaining detailed and organised records for quality assurance purposes

• Identify customer needs and recommend appropriate solutions or products to enhance their experience

• Handle customer complaints with empathy and professionalism, working towards swift resolution

• Meet or exceed established performance targets, including call handling time, quality metrics, and customer satisfaction scores

• Collaborate with team members and supervisors to ensure consistent service delivery and continuous improvement

• Adhere to company policies, procedures, and compliance requirements throughout all customer interactions

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

What we're looking for

• High school diploma or equivalent qualification at minimum

• Proven experience in a customer service or call centre environment, preferably in a pioneer or high-volume account

• Excellent verbal and written communication skills with the ability to articulate information clearly and professionally

• Strong listening and problem-solving abilities, with a customer-focused mindset

• Ability to multitask and manage multiple calls efficiently whilst maintaining quality standards

• Proficiency in using computer systems, call centre software, and relevant applications

• Patience, empathy, and a genuine desire to help customers resolve their issues

• Ability to work in a fast-paced environment and adapt to changing priorities

• Strong attendance and punctuality record with reliability and commitment to scheduled shifts

• Flexibility to work various shifts, including weekends and holidays as required

• Pleasant telephone manner and professional demeanour at all times

Preferred experience includes previous experience handling pioneer accounts, multilingual capabilities, or certification in customer service excellence.

What we offer

YWA Human Resource Corporation is committed to providing a supportive and rewarding work environment for our employees. We offer competitive remuneration packages, ongoing training and development opportunities to enhance your skills and career progression. Our workplace culture emphasises teamwork, professional growth, and work-life balance. We provide a comprehensive benefits package designed to support your wellbeing and ensure you feel valued as a member of our team. Additionally, we foster an inclusive environment where all employees are encouraged to contribute their best work and achieve their career aspirations.

About us

YWA Human Resource Corporation is a dedicated human resources solutions provider committed to connecting talented individuals with rewarding career opportunities. With a focus on delivering exceptional service to both clients and employees, we specialise in recruitment, staffing, and workforce management solutions across diverse industries. Our mission is to build strong partnerships and support the growth and success of the organisations we serve. We pride ourselves on our integrity, professionalism, and commitment to creating meaningful employment opportunities that foster both personal and professional development.