Crisis Help Desk Agent — Empathetic Call Center

Exasoft Pte. Ltd.; Quezon City; On-site; PHP 279,000 - 424,000; Full time

Job summary

Exasoft Pte. Ltd. is seeking a Crisis Help Desk Call Center Agent to handle inbound calls, assist callers during urgent or sensitive situations, provide professional support, and escalate critical cases as per established procedures.

This role emphasizes empathy, clear communication, and adherence to confidentiality, with responsibility for accurate CRM updates and case documentation. Rotational shifts including weekends and holidays may apply, and healthcare experience is a plus.

Qualifications

• Experience in Call Center, Customer Service, Help Desk or Healthcare BPO preferred.
• Healthcare domain candidates are welcome to apply.
• Excellent communication and active listening skills.

Responsibilities

• Handle inbound customer calls professionally and empathetically.
• Listen actively, assess caller concerns, and provide appropriate assistance.
• Identify urgent situations and escalate them to relevant teams.
• Maintain accurate call records, case details, and CRM updates.
• Follow established protocols, quality standards, and confidentiality guidelines.
• Remain calm and professional while handling challenging situations.

Skills

Communication

Interpersonal skills

Active listening

CRM experience

Basic computer skills

Tools

CRM software

Job description

Exasoft Pte. Ltd. is seeking a Crisis Help Desk Call Center Agent to handle inbound calls, assist callers during urgent or sensitive situations, provide professional support, and escalate critical cases as per established procedures.

This role emphasizes empathy, clear communication, and adherence to confidentiality, with responsibility for accurate CRM updates and case documentation. Rotational shifts including weekends and holidays may apply, and healthcare experience is a plus.