Empathetic Crisis Help Desk Specialist

NTT DATA SERVICES PHILIPPINES INC.; Manila; Vor Ort; PHP 300.000 - 420.000; Vollzeit

Zusammenfassung

NTT DATA Services is seeking a Crisis Help Desk Call Center Agent to act as the first point of contact for individuals in crisis in Metro Manila. You will handle inbound calls with empathy, gather essential information, assess urgency, and follow crisis protocols to provide appropriate support.

The role requires active listening, calm judgment under pressure, strong documentation, and the ability to escalate to crisis response teams or emergency services when needed.

Qualifikationen

• Bachelor's degree or relevant post-secondary education preferred.
• Excellent verbal communication and active listening skills.
• Strong customer service orientation with empathy while maintaining boundaries.
• Ability to remain calm and focused on distressed callers.
• Good judgment and ability to follow procedures in high-pressure situations.

Aufgaben

• Receive and manage inbound calls related to crisis situations, emergencies, safety concerns, or requests for immediate assistance.
• Establish rapport with callers in a calm, professional, respectful, and empathetic manner.
• Practice active listening to understand caller situations and immediate concerns.
• Ask appropriate questions following scripts and crisis response protocols.
• Assess and categorize calls by urgency and escalation criteria, and provide guidance within scope.
• Escalate critical or life-threatening situations to emergency services or crisis teams as required.
• Document interactions clearly and update cases in the CRM system.
• Maintain case handover when follow-up or additional intervention is needed.
• Protect caller confidentiality and adhere to privacy and data protection requirements.

Kenntnisse

Verbal communication

Active listening

Empathy

Calm under pressure

Documentation

Confidentiality

24/7 shifts

Ausbildung

Bachelor's degree

Jobbeschreibung

NTT DATA Services is seeking a Crisis Help Desk Call Center Agent to act as the first point of contact for individuals in crisis in Metro Manila. You will handle inbound calls with empathy, gather essential information, assess urgency, and follow crisis protocols to provide appropriate support.

The role requires active listening, calm judgment under pressure, strong documentation, and the ability to escalate to crisis response teams or emergency services when needed.