Contact Center Representatives - Alabang

iQor (Philippines), Inc.; Muntinlupa; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Non-taxable allowances

Monthly performance incentives

15 vacation leaves, 12 sick leaves, US

Holidays off

Night differential 15%

Hospital-based HMO for two dependents

Life insurance with riders

Job summary

iQor (Philippines), Inc. is seeking a customer service representative to handle inbound calls across product lines. You will assess needs, provide service resolutions, and document caller details in the management system while following established guidelines.

The role requires flexibility to work various shifts, including nights and weekends, with benefits such as allowances, incentives, and leave provisions.

Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Demonstrated customer service experience, preferably in a call center environment.
• Good verbal and written communication skills.
• Flexibility to work any shift, including nights and weekends.

Responsibilities

• Provide information to callers about product features and policies.
• Explain complex product features and annuity plan concepts to customers, agents, and beneficiaries.
• Complete and verify transactions or forward requests to appropriate teams.
• Capture caller information in the customer management system and follow up as needed.
• Contribute to process improvement by capturing feedback and suggesting changes.
• Comply with division policies and regulatory requirements; perform other duties as assigned.

Skills

Customer service

Call center experience

Verbal communication

Written communication

Shift flexibility

Education

High school diploma or equivalent

Bachelor's degree preferred

Job description

Profile Summary

Responsible for handling inbound customer calls across the product lines. Assesses customer needs and provides accurate service resolution. Tracks and gathers information while relying on standard work and pre-established guidelines to perform job functions and to provide a basis for creative problem solving. Works under immediate supervision. The variety of calls requires a broad knowledge of products, policies, and procedures.

Profile Description:

• Provides information to callers about various features of specific products / policies. Explains complex product features and annuity plan concepts to plan customers, agents, and beneficiaries.
• Complete and verify transactions requested by callers and either processes of requests or forwards to appropriate parties for handling.
• Capture caller information on customer management system and follow up as needed to ensure service issues are resolved.
• Contribute to process improvement by capturing voice of customer feedback, participating in RCPS, suggesting countermeasures and processing changes,
• Comply with all division policies and regulatory requirements. Execution of duties will necessitate a firm understanding of a variety of company policies, industry Initiatives, and legal guidelines.
• Perform other duties as assigned.

Knowledge & Experience:

• High School diploma or equivalent. Bachelor's degree is preferred
• Demonstrated customer service experience, preferably in a call center environment
• Good verbal and written communication skills
• You have the flexibility to work any shift, including nights and especially weekends.

Benefits:

• Non-taxable Allowances
• Monthly Performance Incentives
• 15 Vacation Leaves, 12 Sick Leaves, US Holidays Off
• 15% Night Differential
• Hospital-Based HMO with coverage of two dependents
• Life Insurance with both accident and critical illness riders