Call Center Representative - Virtual Process

BENCHSTONE ENTERPRISES INC; Cebu City; On-site; PHP 246,000 - 357,000; Full time

Job summary

BENCHSTONE ENTERPRISES INC. is seeking a Call Center Representative - Virtual Process in Cebu. The role handles customer interactions via our virtual process platform, delivering helpful support and effective resolutions.

This position operates as a full-time role based in Mactan, Lapu-Lapu City, Cebu. Ideal candidates bring prior call center or customer service experience, strong verbal and written communication, and a willingness to learn our systems and procedures.

Qualifications

• High school diploma or equivalent.
• Proven experience in a customer service or call centre environment, preferably in a virtual or remote process setting.
• Excellent communication skills, both verbal and written.
• Strong listening and problem-solving abilities.

Responsibilities

• Handle inbound and outbound customer calls with professionalism.
• Provide accurate product/service information and guide customers to solutions.
• Document all interactions accurately in the CRM and ticketing systems.
• Achieve performance metrics including call handling time and first-contact resolution.
• Follow company protocols and quality standards.
• Identify opportunities to improve processes and customer service.
• Collaborate with team members and supervisors to meet goals.
• Maintain composure with difficult customers.

Skills

Customer service

Call center experience

Verbal communication

Written communication

CRM software

Multitasking

Education

High school diploma

Tools

CRM software

Ticketing systems

Job description

About the role

We are seeking a dedicated Call Center Representative - Virtual Process to join the team at BENCHSTONE ENTERPRISES INC. This is a full-time position based in Mactan Lapu-Lapu City, Cebu, where you will be at the forefront of our customer service operations. In this role, you will handle incoming and outgoing customer interactions through our virtual process platform, providing exceptional support and solutions to our valued clients. This position is integral to maintaining our reputation for excellent customer service and ensuring customer satisfaction across all touchpoints.

Key responsibilities

• Handle inbound customer calls and inquiries with professionalism and courtesy, ensuring all customer concerns are resolved efficiently


• Provide accurate information about products and services to customers, addressing their questions and guiding them towards appropriate solutions


• Document all customer interactions accurately in our systems, maintaining detailed records of calls and resolutions


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


• Follow established protocols and procedures, ensuring compliance with company policies and quality standards


• Identify opportunities for process improvements and customer service enhancements, providing feedback to management


• Collaborate with team members and supervisors to support overall team objectives and customer service goals


• Maintain professionalism and composure when handling difficult or demanding customer situations

What we're looking for

• High school diploma or equivalent qualification as a minimum educational requirement


• Proven experience in a customer service or call centre environment, preferably in a virtual or remote process setting


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


• Strong listening and problem-solving abilities, with a genuine desire to help customers find solutions


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


• Proficiency in using computer systems, call centre software, and customer relationship management (CRM) tools


• Flexibility and adaptability to changing work priorities and schedules


• Patience and empathy when dealing with customers, maintaining a positive attitude in challenging situations


• Reliability and punctuality, with a commitment to consistent attendance and adherence to scheduled shifts


• Willingness to undergo training on company systems, products, and service procedures

What we offer

At BENCHSTONE ENTERPRISES INC, we are committed to creating a supportive and rewarding work environment for our team members. We offer competitive compensation packages with opportunities for performance-based incentives. Our comprehensive benefits include health and wellness support to ensure your wellbeing. We provide structured training and development programmes to help you advance your career and develop new skills. We foster a collaborative team culture where your contributions are valued and recognised. We also offer flexible scheduling options to help you balance your professional and personal commitments, promoting a healthy work-life balance.

About us

BENCHSTONE ENTERPRISES INC is a forward-thinking customer service organisation dedicated to delivering exceptional support and solutions to our clients. We pride ourselves on maintaining the highest standards of professionalism, integrity, and customer excellence. Our mission is to build lasting relationships with our customers through reliable, efficient, and personalised service. We believe in investing in our people, creating an inclusive workplace where teamwork and continuous improvement are valued. With a focus on innovation and customer-centric practices, we strive to exceed expectations and set industry benchmarks for service quality.