Customer Care Specialist - First-Call Resolution Pro

Virtuale Staffing; Leyte; On-site; PHP 201,000 - 312,000; Full time

Job summary

Virtuale Staffing in the Philippines is seeking a customer-focused agent to assist customers by answering inquiries, troubleshooting technical issues, and providing information about plans, services, billing, and promotions. The role involves processing payments, updating accounts, and ensuring data security on every interaction.

You will multitask across systems, aim for first-call resolution, and contribute to team performance goals while staying calm in high-pressure situations.

Qualifications

• 6+ months call center experience (telco or sales a plus)
• Excellent verbal and written communication skills
• Customer-centric and enthusiastic attitude
• Detail-oriented with good problem-solving and multitasking abilities
• Willing to work onsite and handle multiple systems confidently

Responsibilities

• Provide clear explanations of account details, charges, and fees with first-call resolution
• Recommend additional products and services to enhance customer experience
• Accurately calculate and communicate taxes, one-time charges, and recurring monthly fees
• Multitask between various systems to resolve customer issues and inquiries
• Follow company policies including data protection guidelines (CPNI and PII)
• Maintain composure and professionalism with high-pressure customers
• Meet performance goals and KPIs while adapting to policy changes
• Communicate with customers via phone using a headset and computer systems

Skills

Call center experience

Strong communication skills

Active listening

Customer-focused

Onsite work

Job description

Virtuale Staffing in the Philippines is seeking a customer-focused agent to assist customers by answering inquiries, troubleshooting technical issues, and providing information about plans, services, billing, and promotions. The role involves processing payments, updating accounts, and ensuring data security on every interaction.

You will multitask across systems, aim for first-call resolution, and contribute to team performance goals while staying calm in high-pressure situations.