Call Center Wave 1 (Voice & Non Voice) Virtual Application Only

YWA HUMAN RESOURCE CORPORATION; Lapu-Lapu; On-site; PHP 201,000 - 268,000; Full time

Job summary

YWA Human Resource Corporation in Maribago, Lapu-Lapu City, Cebu, is seeking Call Centre Representatives to join our full-time team. You will handle voice and non-voice inquiries, record interactions in our CRM, and ensure courteous, professional service to every customer.

The role offers training and development with opportunities to grow in a dynamic call centre environment; we value reliability, adaptability, and a customer-first mindset.

Qualifications

• Good verbal and written English communication.
• Strong listening and comprehension abilities.
• Customer service experience preferred, willing to learn.

Responsibilities

• Handle inbound and outbound voice calls from customers in a courteous and professional manner.
• Provide support through non-voice channels including email, chat and other digital platforms.
• Use CRM software to document interactions and maintain accurate records.
• Resolve customer issues promptly and escalate complex matters when necessary.
• Follow scripts and guidelines to maintain quality and customer experience.
• Meet or exceed KPIs such as call handling times and first-call resolution.

Skills

Verbal and written English

Customer service mindset

Multitasking

Attentive listening

Punctuality

Education

High school diploma or equivalent

Tools

CRM software

Job description

About the role

YWA Human Resource Corporation is seeking enthusiastic and customer-focused individuals to join our Call Centre team as Call Centre Representatives. This is a full-time position based in Maribago Lapu-Lapu City, Cebu. In this role, you will be at the forefront of our customer service operations, handling both voice and non-voice communications with professionalism and dedication. Whether you're managing inbound calls, responding to emails, or engaging through other communication channels, you will play a vital role in ensuring our customers receive exceptional service and support. This is an excellent opportunity for those looking to build a career in customer service within a dynamic and growing organisation.

Key responsibilities

• Handle inbound and outbound voice calls from customers, addressing their enquiries, concerns and requests in a courteous and professional manner
• Provide support through non-voice channels including email, chat and other digital communication platforms as assigned
• Utilise call centre systems and customer relationship management (CRM) software to document interactions, log customer information and maintain accurate records
• Resolve customer issues promptly and escalat… complex matters to supervisors or specialist teams when necessary
• Follow established scripts and protocols whilst maintaining a personal touch to enhance customer experience
• Meet or exceed key performance indicators (KPIs) including call handling times, customer satisfaction scores and first-call resolution targets
• Adhere to company policies, compliance standards and quality assurance guidelines at all times
• Participate in training programmes and continuous development initiatives to enhance product knowledge and customer service skills
• Collaborate with team members and contribute to a positive and supportive call centre environment

What we’re looking for

• High school diploma or equivalent qualification at minimum
• Excellent verbal and written communication skills in English, with the ability to articulate clearly and professionally
• Strong listening and comprehension abilities to understand customer needs and concerns
• Customer service experience is preferred, though we welcome motivated individuals willing to learn
• Proficiency in using computer systems, keyboards and basic software applications
• Ability to multitask effectively and manage time efficiently in a fast-paced environment
• Patience, empathy and a genuine desire to help customers resolve their issues
• Flexibility to work shifts, including early mornings, evenings and weekends as required
• Reliable attendance and punctuality
• Willingness to participate in training and development programmes
• Ability to maintain composure and professionalism when handling difficult or challenging customer interactions

What we offer

YWA Human Resource Corporation is committed to providing a supportive work environment where our employees can thrive and develop their careers. We offer competitive remuneration packages commensurate with your experience and performance. As a full-time employee, you will have access to benefits designed to support your wellbeing and financial security. We invest in our staff through regular training and development opportunities, enabling you to enhance your skills and progress within the organisation. Our team-oriented culture fosters collaboration, camaraderie and mutual support amongst colleagues. We recognise and reward exceptional performance, and we are committed to creating an inclusive workplace where every individual is valued and respected. Working with us provides a solid foundation for building a rewarding career in customer service and beyond.

About us

YWA Human Resource Corporation is a dynamic human resources solutions provider dedicated to connecting talented individuals with meaningful employment opportunities. With a focus on the customer service and call centre industry, we are committed to delivering excellence in recruitment, training and workforce management. Our mission is to support both employers and job seekers in finding the perfect fit, fostering professional growth and contributing to the success of organisations across diverse sectors. We pride ourselves on our professionalism, integrity and commitment to building long-term relationships with our clients and employees. Based in Cebu, we are an integral part of the vibrant business community in the Philippines.