Call Center Representative

EXL Service Phillipines; Iloilo City; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading outsourcing company in Iloilo City is seeking a Call Center Representative to provide exceptional service and support. The role involves handling customer inquiries, resolving issues, and maintaining satisfaction. Ideal candidates have strong communication skills and experience in customer service. Flexibility for shifts is required. This position offers an opportunity to develop a rewarding career in a dynamic environment.

Qualifications

• High school diploma or equivalent required, Bachelor's degree preferred.
• Proven experience in customer service or call center roles is an advantage.
• Excellent verbal and written communication skills required.

Responsibilities

• Handle inbound and outbound calls professionally.
• Assist customers with inquiries and complaints.
• Document customer interactions in the CRM system.

Skills

Communication skills

Problem-solving skills

Customer service

Active listening

Multitasking

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

CRM tools

Call center software

Job description

The Call Center Representative serves as the primary point of contact for customers, providing exceptional service and support by handling inquiries, resolving issues, and offering solutions. This role requires strong communication, problem-solving skills, and a customer-focused approach to maintain satisfaction and loyalty.

Key Responsibilities:

• Handle inbound and outbound calls in a professional and courteous manner.
• Assist customers with inquiries, complaints, and product or service‑related issues.
• Provide accurate information regarding products, services, and policies.
• Troubleshoot problems and elevate complex issues to the appropriate department.
• Document customer interactions and update account information in the CRM system.
• Meet or exceed performance targets, including response time, customer satisfaction, and call resolution rates.
• Follow call scripts, company guidelines, and compliance standards.
• Conduct follow‑ups to ensure customer satisfaction and issue resolution.

Qualifications:

• High school diploma or equivalent (Bachelor’s degree preferred in some cases).
• Proven experience in customer service or call center roles is an advantage.
• Excellent verbal and written communication skills.
• Strong problem‑solving and active listening abilities.
• Proficient in using computers, CRM tools, and call center software.
• Ability to work in a fast‑paced environment and handle high call volumes.
• Multitasking and organizational skills.
• Flexibility to work in shifts, including weekends and holidays if required.